Job Description
About the Team
Trendyol Express is the next-generation, global delivery platform that prioritizes customers, leveraging cutting-edge technology, flexible operational infrastructure, and a dedicated, strong team. With a fast-paced and collaborative culture, we overcome challenges through data, agility, and teamwork. As we expand across regions, we set new standards in logistics — delivering impact at every step.
About The Role
We are looking for a professional who optimizes end-to-end customer journeys in contact center operations, develops KPI management and action plans through data analysis, and leads RPA and AI-based automation initiatives while focusing on planning and operational efficiency.
Responsibilities
Designing, updating, and optimizing end-to-end customer journey processes
Determining KPI targets, monitoring performance regularly, and sharing reports
Analyzing operational data to provide regular reporting and developing action plans
Identifying RPA and AI-based automation opportunities and managing the implementation process
Managing call center planning and forecasting processes while ensuring operational efficiency
Analyzing customer feedback and contact rates to improve communication and self-service channels
Expected Qualifications
University degree in Industrial Engineering, Business Administration, Statistics, or related fields
At least 4-5 years of experience in Contact Center operations
Capable of performing capacity, headcount planning, and efficiency management
Strong project management discipline and ability to work with cross-functional teams
Strong analytical thinking, problem-solving, and result-oriented skills
Proactive, capable of taking initiative, and possessing a high sense of responsibility
Proficient in and actively applying Six Sigma and Design Thinking methodologies in their work
Excellent command of written and spoken English
What We Offer
- Hybrid working model with flexibility: a schedule that helps you find the right balance between flexibility and team bonding, including work-from-abroad opportunities and a summer working model.
- Customisable FlexBenefits budget: Adjust your daily meal allowance, choose your health insurance package (and extend it to your spouse or children), and pick from additional benefits like fuel support or Trendyol shopping credits.
- Well-being support: Access to location-based in-house doctors, as well as psychologist and dietitian support, and HPV vaccination provision.
- 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 Step
If this role excites you, apply today, we look forward to taking the next step with you.
