Customer Operations Supervisor

n11.com

• University graduate 
• Min 5 years experience in customer service.  
• Good command of English
  
• Customer focused
• High analytical and reporting skills
• Knowledge in Call Center operations
• Knowledge on performance measurement methods
• Strong vendor management skills
• Strong analytical and technical skills
• Strong interpersonal and listening skills
• Strong team player & high team management skills
• Committed to building a culture of continuous improvement
• Result oriented
• Advanced MS Office programs 

İŞ TANIMI

• Manage processes of outsource Call Center services
• Follow up Outsource agreement and KPI’s
• Track customer service KPIs
• Follow up performance of Call Center
• Manage relations between related departments and Call Center. 
• Provide operation follow-up
• Perform the necessary control, efficiency and performance analyzes related to business processes
• Collect and analyze call center data
• Be responsible for effective resource planning to maximize resources efficiency 
• Perform budget management 
• Follow up the innovations about the call center and inform the team and managers about the changes and to integrate the processes.