Cx Operation Manager (Dutch and English)

Conduent

About Conduent

As one of the largest business process companies in the world, Conduent manages mission-critical digital interactions at massive scale – helping global businesses and governments stay ahead of rapidly evolving expectations.  We leverage the power of cloud, mobile and IoT, combined with innovations in automation, AI and block chain technologies, to elevate every constituent interaction, and deliver advanced digital experiences that are more efficient, seamless and satisfying.  It is why a majority of Fortune 100 companies and over 500 government entities depend on Conduent to manage essential interactions on their behalf and move their operations forward. 

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all?insured patients?in the U.S., eleven million employees who use our HR Services and nearly nine million people who travel through?toll systems?daily.?Whether it’s digital payments, medical claims administration, eligibility and enrollment, transportation and mobility systems, end-user engagement or benefit administration – Conduent makes every interaction more individualized, immediate and intelligent. 

We support a culture of diversity & inclusion and equal opportunity for our global workforce.  

We are Equal Employment Opportunity and Affirmative Action Employer, committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. 

Delivery Manager

We are looking for a new Operation Manager who will help us to maintain and further expand one of our inbound Dutch project in Istanbul – Turkey. 

What does a Delivery Manager do at Conduent?

• Responsible for managing call center operation at Istanbul office as well as remote workers, with 5 Team Leaders and about 80 at-home advisors. 
• Assists in the overall business unit performance driving SLAs & Sales results, adherence to business unit metrics and so on.
• Assists in the management of the employee teams through coaching and developing, addressing people matters, identifying development needs.
• Acts as the day-to-day operations client contact in order to resolve systems issues and to provide feedbacks to clients on quality and workload issues.
• Generates reports on performance measurement and KPIs in order to facilitate business decisions.
• Analyzes the results and determining the approach and strategy based on the reports.
• Proactively makes proposals based on the expertise and experience to allow the project to grow within Turkey.
• Liaises with colleagues in order to improve and evaluate Conduent's operational affairs, processes and policies.

Requirements

• Minimum Bachelor degree

• Excellent English communication skills is a must and Dutch language is good to have

• Minimum 3 years of experience as a Delivery/Operation Manager within the Call Centerindustry or similar work types.

• Strong leadership and people management skills

• Strong communication skills

• Able to communicate on different levels.

• Good presentation and organization skills

• To be people oriented, take initiativeandkeep the overview

•  Strong problem solving ability

Dimensions and Organizational Relationships:

You will be reporting to Senior Manager Delivery based in the Netherlands.

The role will be based in (EMEA) Istanbul, Turkey.

In return for your commitment you will be rewarded with a competitive salary and a benefits package, which also includes a max 20% bonus pay-out based on achieved project KPI’s.