Careers
Customer Experience Team Leader
You lead a team of twelve to eighteen customer experience specialists on a named client account in Izmir. The job is roughly one third people management, one third performance management and one third being who your team escalates to when a conversation goes badly wrong. Promotion from within pivots on this role.
What you will do
- Own daily performance against service levels, quality and satisfaction targets
- Run daily huddles and documented weekly one-to-one coaching
- Handle escalated contacts personally
- Turn quality evaluations into specific, actionable coaching
- Represent your team in calibration and monthly governance reviews
What you bring
- At least two years in a contact centre, one leading or coaching others
- Turkish at C2 and English at C1
- Ability to hold a difficult performance conversation without damaging the relationship
- Comfort with performance data and explaining what a number means
Nice to have
- Experience on a regulated financial services or telecommunications account
- COPC or a comparable operational framework
- A third language spoken by the client's customer base
What we offer
- Leadership development through your first year
- A defined route to operations manager and account management
- Private health insurance, meal card, transport allowance and team bonus
- Genuine influence over how the account runs
Apply
The first step takes under two minutes. We respond to every application.
Let us build your Türkiye team
Tell us your function, your scale and your language needs. We will come back to you within six hours.