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