Customer Experience Assistant Manager

About Concentrix,

Concentrix, one of the leading brands in its industry, designs and manages human-centered customer experiences in today’s digital world. With more than 450,000 employees across 70 countries worldwide, Concentrix continues to make a difference in customer service management and experience in Türkiye, with over 17,000 employees across 7 cities, primarily Istanbul, Izmir, Ankara, and Van.

Qualifications

• Min. 5 years of sector experience,
• Min. 2 years of team, project, and channel management in customer service
• Management experience in customer services, CRM applications, digital products, and complaint-resolution workflow
• Proactive, result-oriented, and attentive to details
• Strong coordination, communication, and representation skills
• Initiative taker, advanced decision-making skills
• Good at data literacy. Advanced analysis and reporting skills in customer service KPI’s
• Excellent analytical and problem-solving abilities
• Advanced written and spoken English

Job description

The role will be responsible for leading the operational processes of three key functions: Call Center, Back Office, and Telesales.

• Call Center: Manage workforce planning, shift scheduling, quality, and training processes. Provide direct support to the team in case of operational bottlenecks, improve call scenarios/scripts, and ensure that the knowledge base is kept up to date.

• Back Office: Lead the team and prepare operational reports while coordinating requests received from the field. Take ownership of customer or partner issues that cannot be resolved at the first level, ensure effective resolution, and improve escalation management processes