• Management of call center operations which involves inbound/outbound ,back office, claim management and sales activities through; right organization, customer satisfaction, costs efficiency, control of KPIs, sales strategies, correct incentive plans to ensure an exceptional level of service delivery.• Management of the call center outsource vendor in terms of; contractual agreements. through; communication of goals and KPI’s, monitoring the performance ,recruitment plan ,training needs, attrition , call transaction quality ,conditions of work environment.• Consumer relationship management: solve and investigate any complex consumer claim, develop and cure complaint procedures , manage the handling of major incidents related to consumers involving product and services through call center operations.• Being the reference person (focal point) for SAP-CRM operating systems implementation to TK market, coordination with corporate project team in Italy ,business standardization of Turkey customer services with other Indesit countries.• Coordinating &Planning the CRM roll out phases in TK market within the defined deadlines ,facilitate the communication between the parties related such as service partners, call center ,local and global technical providers.• Implement, develop and manage extended service solutions via call center channel(i.e: extended guarantee, accessories, spare part sales ) to maximize customer satisfaction and achieve company profitability.

Responsible of the departments,Planning, Data Management, Reporting, Performance Monitoring, Planning Department ; Responsible of capacity planning of 10 different call center operations over >1000 Headcount according to the given SLA KPI ‘s within the contracts.(Managing the team of 5 Planners and direct customer contact of planning)• Reporting Department: Responsible of internal and external reporting of all operations including financial reporting to BOD. (Managing the team of 4 Reporters and direct customer contact of reporting related tasks)• Performance and Efficiency Monitoring: Responsible of measuring and monitoring the realized performance according to the operational KPI’s .Calculating the monthly and weekly performance of over 1000 headcount and defining the performance indicators of agents, team leaders and project managers in MBO incentive system. (Managing the team of 5 Monitoring specialist and directly reporting to the COO)• Data Management: Responsible of the data management of all outbound operations.(import,export and reporting.including dialer management of ININ) (Managing the team of 3 Data specialist )

• Assess and identify the resources according to the project requirements• Responsible for the successful completion of the client engagement by planning, executing, and controlling all phases of the project via support and oversight of the project team.• Ensure KPI’s and SLA’s are achieved and client expectations are met (or exceeded).• To build strong services relationships with clients , Participate in account plan/strategy - Understand customer requirements and business opportunity/requirements identification, guidance, support and closure• Ensure quality and profitable services are performed to the agreed KPI’s.• Continually monitor the performance of the projects and adjust action plans to achieve target growth

Unamic/HCN is active in the field of Business Process Outsourcing of customer processes. With 10 offices in the Benelux, 3 offshore offices (Paramaribo, Istanbul, Antalya) and 2 onsite locations with clients, Unamic/HCN is the largest independent player on the Dutch market. In both the business-to-consumer and the business-to-business markets, Unamic/HCN supports companies in order to increase turnover and yield of customer processes. Our services include the management of multi-channel customer contacts, activities with regard to billing, back-office and collection, onsite support, off-shoring and Interim Management & Training. With 3000 employees, Unamic/HCN has an annual turnover of 60 million euro. The company handles 15 million calls and 1,2 million e-mails per year and invoices and collects approximately 900 million euro for its clients

Determining call center business requirements by examining business objectives and needs; forecasting planning factors,, *Designing and evaluating call center processes; preparing policies and procedures; researching and evaluating staffing models *Monitoring call center performance by analyzing performance statistics and financial results *Preparing applications reports by collecting, analyzing, and summarizing data and trends; and developing recommendations *Developing human resources strategies by evaluating recruiting, selecting, orienting, training, coaching, communications, compensation, and performance management strategies

*Forecasting&Planning manpower and production capacity due to the strategical and operational needs*Analysing the problems within the operation , prepares alternative work models, simulates them and make source analysis for the alternative models. *Processing the production plannig system. Shift scheduling for over 300 call center agents.*Planning and revising the shift changes according to the call traffic *Preparing periodical operational analysis and feed backing to operational management *Controlling the budget plans and making financial analysis*Monitoring & Reporting the operational and financial efficiency*Follow the agreement conditions and KPI’s between CMC-Global and Turkcell *Reporting to Manager and Directors

• Managing &Leading 20-30 CC agent Team who works in shift schedule • Calculating the performance ,production KPI’s and prize systems of the team and operation • Follow the weekly and monthly education needs of the team • Reporting to CC Supervisors ,daily-weekly and monthly production details • Follow the employee-dismiss and advancement processes • Evaluating and marking the quality of given customer service according to the standard and ideal quality tables and forms set by corporate customer • To supply and and keep the within service level which is contracted and assured to the customer

• Supplying service for financial and inquiry needs of banking and cards customers on the phone considering company image and providing pre-determined accuracy and courtesy manners during the service.• Taking the requests of the customers about the products of the bank and inform it to the relevant department• Receiving the calls of the foreign customers or credit card companies calling abroad and solve the problems involved with cards .(in English)