Call Center Manager

EVOLVENEXT GLOBAL İNSAN KAYNAKLARI ÇAĞRI MERKEZİ VE YAZILIM HIZM. LTD. ŞTİ - Call Center Manager

GENEL NİTELİKLER VE İŞ TANIMI

Are you a strategic leader with a passion for performance, people, and process optimization? We’re looking for an Call Center Manager to lead and elevate our growing call center operations. If you thrive in a dynamic environment and have a proven track record in team management, quality assurance, and operational excellence — this is your opportunity to make an impact.

What You'll Do:

Lead & Inspire:

• Manage Project Managers, Supervisors, and HR teams to drive engagement and results.
• Build a high-performance culture based on accountability and continuous improvement.

Drive Operational Excellence:

• Set clear KPIs and use data to optimize staffing, training, and performance.
• Monitor call quality and service levels (NPS, AHT, FCR, etc.) and ensure delivery of client expectations.

Own Talent & Recruitment Strategy:

• Oversee recruitment, onboarding, and development of top talent.
• Implement ongoing training initiatives tied to QA insights and team needs.

Reduce Attrition, Boost Engagement:

• Analyze and act on attrition trends.
• Cultivate a motivating work environment through recognition, rewards, and open communication.

Collaborate Across Teams:

• Work cross-functionally to solve challenges and elevate the customer experience.
• Promote transparency and feedback across all levels.

What We’re Looking For:

• Minimum 5–7 years’ experience in operations or call center leadership roles
• Strong analytical, communication, and decision-making skills
• Experience managing recruitment and quality-driven teams
• Passion for people management and building a winning culture
• Bachelor's degree in Business, Operations, or a related field preferred

Why Join Us?

• Competitive salary & bonus structure
• Career development opportunities
• Collaborative and innovative work environment
• Real impact on people and process