Operational Excellence Assistant Specialist

Majorel Türkiye

We design, build and deliver next-generation end-to-end CX solutions for many of the world’s most respected digital-native and vertical leading brands. Our comprehensive east-to-west global footprint in 45 countries across five continents, with more than 82,000 team members and 60 languages, allows us to deliver flexible solutions that leverage our expertise in cultural nuance, which we believe to be essential for true excellence in CX. We have deep domain expertise in tech-augmented front to-back-office CX. Additionally, we offer Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a global leader in Content Services, Trust & Safety. We believe the ‘Majorel difference’ to be our culture of entrepreneurship.

As Majorel Türkiye, with more than 3,000 teammates in 7 different locations in Turkey and working-from-home model, we offer services to leading brands both across Turkey and worldwide in 12 different languages, including German, Dutch, Turkish, English, Arabic, Italian, Spanish, Greek, Hebrew, French, Russian, and Bulgarian.

Our Mission

We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners. We are driven to go further.

Our Vision

Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.

We serve customers across the world through our 82.000 people based in 45 countries across 5 continents with 60 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.

At Majorel, diversity is a part of our DNA. We are committed to providing equal employment opportunities and creating an inclusive environment for all candidates and employees. All qualified applicants will receive consideration for employment without regard to sex, race, color, creed, religion, national origin, age, disability status, marital status, pregnancy, sexual orientation, gender identity or expression.

Qualifications:

• Bachelor’s degree in Engineering, Mathematics or Statistics departments 
• 0-2 years of experience in similar positions 
• Good knowledge of MS Office (advanced level Excel and Powerpoint) 
• Good knowledge of both written and spoken of English (preferably German as well) 
• Preferably a 6 Sigma green belt certificate holder or an active user of 6 Sigma methodology as a project management tool 
• Able to work as a team player progress with a cooperation perspective 
• Able to work with solution and goal oriented 
• Taking initiative and decision making skills 
• Have a customer-oriented service approach 
• Progressing with a detail-oriented perspective 
• Open to feedback 
• Adaptable to change quickly

Job Description:

• Defining the basic processes of Call Center operations at detailed levels, determining the process performance KPIs, regularly measuring the process performance over the determined KPIs
• Identifying process improvement areas with process analysis, offering action suggestions for improvements, and monitoring the effects of actions
• Creation of new processes to meet changing business requirements
• Defining pain points in operations and creating action areas to increase operational and financial efficiency by periodically reviewing the contact center operations actual KPI scores and to ensure that the determined actions are implemented in cooperation with the relevant teams. Dissemination of related practices to other operations at points of success
• Management of the New Operations Delivery Process from the perspective of the project manager, development of the process with the perspective of continuous improvement and the guidance of past experiences
• Defining the post-delivery monitoring period and continuing to support the project issues of this period
• Coordinating automation projects and operational optimization implementation studies within the scope of digital transformation efforts, ensuring their implementation and dissemination to all operations
• End to end management of some Majorel processes: Customer Loyalty Survey Process, Award Application Process.