Customer Service Team Manager

Foundever; Fatih; On-site; TRY 180,000 - 240,000; Full time

Benefits offered by this job

Bonuses based on performance

Career progression

Learning and development programs

International client exposure

Job summary

Foundever Istanbul Mecidiyeköy seeks an experienced Call Center Team Leader to drive performance, coach agents, and manage reporting to sustain high customer experience.

You will lead a on-site team, monitor KPIs, develop processes, and collaborate with international clients in a dynamic, inclusive culture; English and Turkish fluency required.

Qualifications

• Minimum 2–3 years of experience in a call center environment.
• Fluent English and native Turkish.
• Ability to lead, coach, and develop a team.
• Strong analytical skills with KPI dashboards.
• Excellent interpersonal and communication skills.

Responsibilities

• Team Management
• Coaching & Development
• Reporting
• Process Improvement
• Employee Engagement

Skills

Team Leadership

Coaching

Data Analysis

KPIs

Communication

Education

Bachelor's degree in Business or related

Tools

CRM software

Workforce management systems

Job description

Schedule: Monday - Friday, 09:00 - 18:00

About Foundever

Foundever is a global leader in the customer experience (CX) industry, operating in 45+ countries with 170,000+ associates. We partner with the world's leading brands to deliver exceptional customer experiences at scale. Join our dynamic team in Istanbul and be part of a culture that values innovation, growth, and people.

The Role

We are looking for an experienced and motivated in our Mecidiyeköy call center. You will be responsible for driving team performance, coaching individuals, and ensuring all while maintaining a high standard of customer experience.

Key Responsibilities

• Team Management
• Coaching & Development
• Reporting
• Process Improvement
• Employee Engagement

RequirementsMust-Have

• English Proficiency: Fluent/Advanced level in English (both written and spoken) - this is a critical requirement.
• Turkish Proficiency: Native or fluent.
• Experience: Minimum 2-3 years of experience in a call center environment,
• Leadership Skills: Demonstrated ability to lead, coach, and develop a team.
• Analytical Skills: Comfortable working with data, KPIs, and performance dashboards.
• Communication: Excellent interpersonal and communication skills.
• Availability: Able to work on-site at our Mecidiyeköy office, Monday through Friday, 09:00-18:00 CET.

Nice-to-Have

• Experience in BPO/outsourcing environments.
• Familiarity with CRM tools and workforce management systems.
• Additional language skills.
• Bachelor's degree in Business, Communications, or a related field.

What We Offer

• Competitive salary + performance-based bonuses
• Clear career progression path within Foundever
• Continuous learning and development programs
• Opportunity to work with international clients and teams
• Supportive and inclusive company culture
• Employee engagement activities and recognition programs