Operations Manager

Webhelp Türkiye

• University degree (Commerce, Management, Business) or similar is a merit
• Good command of English and Turkish (written and verbal)
• A minimum of 3-5 years’ leadership experience in contact center business
• High communication ability, verbal and written
• Knowledge of clients and contract
• Be familiar with the relevant reporting and support systems both internal and external
• Knowledge of internal procedures and processes
• Knowledge of labour law and collective agreements
• Good knowledge of Microsoft office packages
• Work according to the KPI’s included in Job description
• Excellent planning and organizing skills
• Result oriented and quality oriented

İŞ TANIMI

As an Operations Manager in Webhelp you have a key role and are responsibility to lead, coach and follow up team leadership within your assignment. 
You must align your work to the client’s requirements as well as global standards and internal procedures. Analysing and evaluating results to drive and deliver stable results whilst working effortlessly on improvements, are key elements of your everyday work.
You are responsible for financial budgeting, operational performance and follow-up as well as Employee and Client Satisfaction. Your mission is to secure a thriving, profitable, and efficient place to work. 

Key areas of responsibility 
The work tasks and targets are described below, these may be subject of change over time, based on the business needs. 

- Leadership, mentoring and coaching
· Execute a Leadership that is adaptable to changing situations and conditions
· Act as a role-model
· Recognize what actions are required short and long term.
· Actively participate in management forums
· Follow up direct reports and support functions 
· Development and Career planning for direct reports
· Salary revision and specific bonus models for direct reports
· Cost efficient staffing as well as initiating recruitment 
· Secure a healthy working environment, physical as well as psycho-social 
· Run the assignment according to labour legislation and collective agreements 
· Communicate to direct reports about business code of conduct, security, targets, results, values, guidelines, policies etc.
· Carry out RAQ and annual reviews 

- Delivery
· Drive performance to reach contracted, internal and financial KPIs
· Drive Customer as well as Employee Satisfaction
· Analyse results and implement corrective actions
· Proactive communicate deviations and solutions; analyse result, detect deviations, mitigate risks, establish plans for recovery and time-to-target 
· Follow up financials during the month, includes two monthly checkpoints 
· Manage change and transitions
· Manage process compliance and control
· Redesign performance processes to reach targets, improvements and efficiency

- Client relationship
· Contact person and delivery related questions from the client 
· Develop and retain a close and constructive relationship with the client
· Develop and retain branch knowledge as well as client specific knowledge

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.