General Manager

Job details

Founded in 1960 in the UK, REED has grown continuously and become a leading brand both in the UK and the international arena. Today REED has 350 offices with more than 3.000 employees and is providing services across 20 specialist sectors. We work closely with experienced and qualified professionals across a wide range of industry sectors, delivering bespoke recruitment solutions on a variety of roles for mid and senior level.
As Reed Turkey, we are looking for a "General Manager" with below requirements for our 100% international client operating in Call Center Business. The General Manager is expected to lead the start-up operations and manage the establishment from scratch in İzmir, Turkey.

Qualifications:
• Bachelor's degree in Business Administration, Communications, or related field (Master’s degree preferred)
• Proven experience in a managerial role within a call center or customer service environment (10+ years’ experience preferred)
• Proficiency in call center technology and software
• Hands-On mentality
• Strong leadership skills with an ability to motivate and manage teams
• Enthusiastic to work and lead a start-up operation, building systems & teams from scratch
• Turkish citizenship as well as proficiency in German at a C2 level (Native Speaker preferred)
• Resident of Izmir or the Aegean region, possessing extensive knowledge of the local area
• Excellent communication, interpersonal, and customer service skills
• Analytical mindset with strong problem-solving abilities
• Ability to work under pressure and manage multiple priorities

Job Description:
• Lead and manage the establishment and growth of the call center operation in Turkey
• Oversee the daily operations of the call center, ensuring efficiency and effectiveness in handling customer inquiries and issues,
• Lead and motivate a team of supervisors, team leaders, and customer service representatives. Responsible for hiring, training, and evaluating staff performance,
• Develop and implement strategic plans to improve call center operations, including technology adoption, process improvements, and workforce management,
• Ensure high levels of customer satisfaction by improving the quality of customer service and resolving complex customer issues,
• Monitor and analyse call center performance metrics, making data-driven decisions to optimize operations,
• Oversee the call center budget, including cost control and resource allocation,
• Ensure adherence to legal and company standards and policies; oversee quality assurance programs,
• Embrace innovative solutions and technologies to enhance call center efficiency and customer experience,
• Communicate effectively with stakeholders at all levels, including senior management, team members, and external partners,
• Stay informed about industry trends and best practices to maintain a competitive edge.

 

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