Trendyol Express - Contact Center Development Professionals

About The Role

• 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.
  

Responsibilities

• 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
  

Expected Qualifications

• 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