Call Center Manager

TURASSIST YARDIM VESERVİS LTD.ŞTİ.

We are looking for a Call Center Manager for MAPFRE Group's assistance company Tur Assist.

Requirements:

• Bachelor's degree from related departments,

• Minimum 5 years of experience in call center management, 

• Very good command of English both written and orally,

• Preferably experienced in assistance and/or insurance business,

• Team management experience, 

• Have strong communication and coordination skills,

• Have ability to think analytically, 

• Able to use MS Office programs professionally,

• Desire to work in a fast-paced environment.

Job Description:

Reporting directly to the Assistant General Manager of Operation, the ideal candidate will be responsible for,

• Following the implementation of the procedures for Assistance services,

• Monitoring the provision of operational services within the framework of the service directive, 

• İdentifying problems in the service flow and taking and implementing corrective measures with the approval of the AGM,

• Ensuring customer satisfaction regarding the services provided, 

• Overseeing, controlling and supervising the team during working hours, 

• Managing process improvement projects for Operations, 

• Controlling staff's phone activities using CCS and voice recording software, 

• Evaluating, reporting and sharing the activities of the working personnel within the framework of the personnel audit procedure and sharing this data with the personnel through individual meetings, 

• Ensuring the achievement and continuity of the efficiency targets set for the Group, 

• Develop and contributie to the establishment of proposals for the establishment of the organization, strategy and objectives,

• Observing competitors in terms of functions related to the Department.