Customer Experience Planning&Reporting Supervisor

oBilet Bilişim Sistemleri Aş

Obilet.com, founded in 2012, is an end-to-end travel ticketing application listing hundreds of bus operators, airlines and ferry companies. Obilet also provides bus operators with a best-in-class Inventory Management System (IMS) in the form of SaaS.

Obilet is the indisputable market leader in Turkey across both B2B and B2C segments with 400 bus carriers using its IMS software, 25 million monthly visitors, and 15 million app downloads.

Obilet is projected to further strengthen its position among the largest travel ticketing applications globally by mediating more than 40 million ticket sales in 2024. Obilet has expanded its category offerings to include hotel bookings and car rental services, and initiated its international expansion with the aim of achieving one of the largest global market coverage in the industry.

We are looking for a " Customer Experience Planning & Reporting Supervisor" for our Customer Experience Team. If you want to join as a part of our ongoing success story, apply now!

Main responsibilities will include:

• Making shift plans for Inbound, Outbound and Backoffice systems
• Making in-shift training plans on the list by following skill-based resource needs
• Making annual resource planning for Inbound, Outbound, and Backoffice systems
• Analyzing report distribution within and outside the department, creating report sources, and taking part in achieving regular efficiency
• Producing reports in a timely and accurate manner and presenting them to management teams in a way that provides added value
• Creating graphs and reporting of productivity and production planning and customer manager and team-based performance metrics

To be successful in this role, you need to have:

• Graduates of universities providing bachelor's degree (Formal Undergraduate) education
• At least 5 years of experience in the Call Center field and at least 3 years of experience in Planning and Reporting
• Preferably fluent in English
• Researcher and open to innovations, able to manage projects
• Registered and actively using MS Office
• Able to master MS Excel at the macro level
• Preferably experienced in SQL and Power BI
• Analytical thinker, organizational and planning skills
• Disciplined, attentive to details and follow-through
• Able to keep up with the dynamic working environment

What we offer:

• Hybrid working
• Competitive salary and perks
• Best-in-class teammates
• A culture of continuous development
• No dress code
• Flexible working hours
• Free snacks&drinks