Contact Center Manager

About the TeamAt Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team. As a Contact Center Manager, you'll be the key point of contact for our local inbound operations, directly managing our outsource vendors. You'll be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure we're delivering a high-quality customer experience. This role is a blend of operational oversight and strategic project management, where you'll drive improvements to achieve a better service quality. Responsibilities Responsible for managing outsource vendor and acting as a POC for local inbound operations; with contact center operations, quality and financial perspectiveTogether with Planning & Monitoring team, actively monitoring vendor customer service KPIs like SL, AHT, ACHT, ACWT, FCR and taking actions about not met KPIs in case of needPeriodically meeting with vendors and getting feedback for improvement areasTracking agent, vendor CSAT and quality scoresDeveloping projects for improving inbound operations to achieve better service quality Expected Qualifications Bachelor's or Master’s Degree in Engineering, Management, Business, or related fields preferredExtensive experience in Customer Service departmantFluent in English communication, both written and verbalStrong leadership to manage in-house and outsourced teamsClear communicator with excellent verbal and written skillsStrategic and analytical, with a focus on performance and KPIsCustomer-focused and committed to service excellenceProblem-solver with the ability to act quickly and effectivelyRelationship builder with vendors and cross-functional teamsAdaptable in a fast-paced, changing environmentProcess-oriented with attention to detail Additional Information What We Offer- Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.- Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued.- A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.- Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.- Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired. Take the Next StepIf this role excites you, apply today, we look forward to taking the next step with you. Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work. Apply to this Job