Trendyol Express - Contact Center Development Professionals

We are looking for a professional who optimizes end-to-end customer journeys in contact center operations, develops KPI management and action plans through data analysis, and leads RPA and AI-based automation initiatives while focusing on planning and operational efficiency.

Designing, updating, and optimizing end-to-end customer journey processes

Determining KPI targets, monitoring performance regularly, and sharing reports

Analyzing operational data to provide regular reporting and developing action plans

Identifying RPA and AI-based automation opportunities and managing the implementation process

Managing call center planning and forecasting processes while ensuring operational efficiency

Analyzing customer feedback and contact rates to improve communication and self-service channels

University degree in Industrial Engineering, Business Administration, Statistics, or related fields

At least 4-5 years of experience in Contact Center operations

Capable of performing capacity, headcount planning, and efficiency management

Strong project management discipline and ability to work with cross-functional teams

Strong analytical thinking, problem-solving, and result-oriented skills

Proactive, capable of taking initiative, and possessing a high sense of responsibility

Proficient in and actively applying Six Sigma and Design Thinking methodologies in their work

Excellent command of written and spoken English