Customer Experience Operations Lead: Call Center & Back Office

Concentrix; Sarıyer; On-site; TRY 400,000 - 640,000; Full time

Job summary

Concentrix is seeking an experienced operations leader to oversee the three core functions—Call Center, Back Office, and Telesales—in Türkiye. You will coordinate workforce planning, scheduling, quality, and training to deliver smooth, high-quality customer experiences across multiple channels.

The role requires strong data literacy, KPI-driven decision making, and the ability to coordinate across teams. A focus on process improvement and customer satisfaction will be essential for success in

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

Responsibilities

• 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

Skills

Leadership

Call Center Management

Team & Project Management

Data Analytics

English Proficiency

Stakeholder Coordination

Job description

Concentrix is seeking an experienced operations leader to oversee the three core functions—Call Center, Back Office, and Telesales—in Türkiye. You will coordinate workforce planning, scheduling, quality, and training to deliver smooth, high-quality customer experiences across multiple channels.

The role requires strong data literacy, KPI-driven decision making, and the ability to coordinate across teams. A focus on process improvement and customer satisfaction will be essential for success in