Customer Care Team Lead

MARTİ TEKNOLOJİ ANONİM ŞİRKETİ

Marti is the leading technology company that has introduced ever-growing micro-mobility trend in Turkey. With the aim of bringing a new perspective to transportation, Marti continues to be a pioneer in the sector with its locally developed software, outstanding employees, and millions of customers.

While protecting the environment with its low carbon emissions, Marti offers a practical solution to urban traffic with one shared vision: to make cities more livable through the most innovative electric mobility and to radically fight against the local city traffic. Our expanding passionate team is working with great enthusiasm every single day to make you reach to your destination faster, more convenient, and more enjoyable.

We are just getting started! Marti invites applications from dynamic, innovative, and highly motivated candidates for the following position:

Job?Description 

• Monitoring the performance of inhouse teams and reaching all KPI SLA’s 
• Monitor and analyse call center metrics, identifying areas for improvement and implementing solutions 
• Take over any role when a department has understaffing and fix issues ASAP 
• Provide day to day direction and leadership for call center team 
• Collaborate with cross functional teams 
• Analysing the call center metrics and creating action plans to improve performance 
• Improving workflows between call center and IT department 
• Preparing daily/weekly/monthly reports on time 
• Responsible for the team management, supervision and evaluation of call center operation 
• Optimizing efficiency of end to end call center operations 
• Provide social media customer service support and increase customer satisfaction 

Qualifications 

• Bachelor’s degree 
• 5+ years of experience in call center operations management 
• Strong teamwork and interpersonal skills, including the ability to change and work under pressure 
• Strong problem solving abilities, with a focus on finding effective and efficient solutions to customer issues 
• Excellent command of MS Office programmes