Customer Experience Assistant Manager

SMARTSHİFT TURKEY LOJİSTİK TEKNOLOJİLERİ ANONİM ŞİRKETİ

About Porter
Porter is a leading tech-enabled logistics company dedicated to revolutionalizing the last-mile delivery space, valued at over a billion dollars. With a vision for global impact, Porter is now growing in Turkey and as we scale new heights, we’re looking for someone to own and drive the overall marketing efforts in the local market.

General Qualifications & Job Description
We are looking for an Assistant Manager, Customer Experience to join our Customer Experience team and take ownership of the end-to-end management of our Call Center, Back Office, and Telesales operations.
This role will be responsible for leading the teams, ensuring smooth day-to-day operations, monitoring performance, and continuously improving processes to enhance both customer experience and operational efficiency.

Key Responsibilities

Call Center (Inbound) Operations & Process Improvement

• Manage the daily operations of the Call Center, ensure effective workforce utilization, and coordinate shift planning.
  
• Actively step into operations when required, particularly during peak periods or staffing gaps, to ensure uninterrupted service.
  
• Develop and maintain customer communication scripts, drive process improvement initiatives, and ensure the knowledge base and related operational content are continuously kept up to date.
  
• Monitor call quality standards and identify and coordinate training and development needs to continuously improve service quality.
  

Back Office Operations & Escalation Management

• Lead the Back Office team, manage workforce planning, and prepare operational reports to measure efficiency and provide management with actionable insights.
  
• Coordinate requests received from field teams and ensure they are resolved within defined operational SLA targets.
  
• Take ownership of escalated customer and business partner cases that cannot be resolved at Agent level, conducting outbound calls when necessary to drive resolution and ensure a positive customer experience.
  

Telesales & Performance Management

• Prepare and manage customer lead/data lists for the Telesales team, assign leads to team members, and monitor progress and performance on an ongoing basis.
  
• Review and listen to Telesales calls, providing constructive feedback to improve both call quality and sales performance.
  
• Monitor the overall performance and KPIs of all Customer Experience teams — Call Center, Back Office, and Telesales — on a real-time and periodic basis.
  
• Develop and implement action plans to improve individual and team performance and continuously raise overall team performance standards.