Contact Center Operatıon Manager

Firma Bilgisi Gizli

Job Description:

The Call Center Operation Manager is responsible for the efficient and effective management of daily call center operations. This role acts as a bridge between team leaders and customer service representatives to ensure smooth and goal-oriented operations. The ideal candidate should be customer-focused, analytically minded, and capable of leading and motivating teams.

Key Responsibilities:

• Oversee day-to-day call center operations

• Provide coaching and performance monitoring for team leaders

• Track KPIs such as service quality, response time, and resolution rate

• Manage customer complaints and feedback processes

• Prepare and present operational performance reports to upper management

• Support recruitment, onboarding, and training of new staff

• Contribute to employee engagement and motivation initiatives

• Participate in continuous improvement projects to enhance operational efficiency

Qualifications:

• Bachelor’s degree

• Minimum 5 years of call center experience, including at least 2 years in a team management role

• Strong leadership, communication, and organizational skills

• Proficiency in MS Office and call center software

• Experience in handling multi-channel operations (phone, email, chat, etc.) is a plus

• Analytical mindset with attention to performance metrics and customer satisfaction

•Advanced English proficiency (both written and spoken) is required