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TELUS International - Call Center Manager
Job DescriptionCCC powered by Telus International is a strong, rapidly expanding company with a clear focus on quality. The position of Call Center Manager is an exciting opportunity for a proven call center expert with prior experience leading a growing organization. The Call Center Manager will be directly responsible for our location in Izmir to enhance profitability, productivity and efficiency.
Responsibilities:
- Provide oversight of the day to day operations of the call center
- Provide strong leadership for success of direct reports in meeting business goals
- Final decisions on administrative or operational topics to ensure Operations’ effective achievement of objectives
- Responsible for balancing strategy and business objectives with customer experience requirements
- Analysis of results and contract negotiations
- Ensure that budgets are adjusted to account for growth
We will offer:
- Stable job: Indefinite period employment contract
- Attractive salary package
- Private medical insurance coverage
- Personal and professional development
- Working environment at international standards
- Experience on the position of at least 3 years (in the Call Center/Customer Service field) with a good tracking record
- Solid understanding of Call Center KPIs, reportings and customer service metrics
- Must possess excellent written and verbal communication skills in Turkish and English, including presentation and negotiation skills
- Knowledge of customer service techniques, as well as excellent organizational skills
- Excellent computer skills
- Bachelor’s degree in business-related field or equivalent experience
- Core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis
- Must have the ability to work independently as well as having excellent interpersonal skills
