Outsource Call Center Executive
Ankara
Customer Experience & Operations – Customer Experience /
On-site /
On-site
Papara has been on a mission to create the best financial experience for its users. With over 22 million users, we are a leading fintech company based in Turkey. We provide fast, simple, affordable, and fun financial services. In short, we are the future of banking and finance.
We use design and technology to give our users the financial experience they deserve. Since we succeed nationally, we are now on a mission to bring our expertise to the global scale to make millions of transactions every day.
Papara offers you an opportunity to use the latest technologies to build scalable, high-performing financial services by using the latest technologies. You will work in a fast-paced environment and be part of a team that constantly develops and renews itself.
If you share that passion and believe in our mission, come and join us!
What You’ll Do?
• Graduated from a 4-year undergraduate program,
• Strong verbal and written communication skills,
• Advanced proficiency in MS Office programs,
• Able to work attentively, in a planned manner, and with attention to detail in a fast-paced work environment,
• Preferably proficient in English,
• At least 3 years of experience in team management and familiar with call center dynamics,
• Strategic thinker with leadership capabilities and successful in team management,
• Highly competent in data analysis and reporting,
• Highly motivated and eager to be part of a dynamic work environment,
• Goal-oriented,
• Open to travel,
• Able to work from the office and residing in or willing to relocate to Ankara.
Who you Are ?
• Monitoring and analyzing the daily, weekly, and monthly data of outsourced call center teams; developing and implementing improvement action plans based on analyses,
• Working mainly at the Ankara location of the outsourced call center provider, but also regularly visiting the Istanbul office to ensure effective coordination with the central team,
• Developing and monitoring performance management models to improve employee performance,
• Instilling Papara’s vision, values, and work culture into the outsourced team; ensuring synergy and alignment with the central team’s objectives,
• Generating new ideas to create a remarkable call center experience,
• Analyzing operational processes and identifying improvement opportunities,
• Checking invoices and ensuring compliance with contracts for the outsourced call center providers,
• Actively participating in the recruitment processes for the outsourced team,
• Monitoring even the most detailed KPIs instantly through a flat organizational structure,
• Ensuring the continuity of success in a highly competitive and demanding call center operation,
• Remaining accessible and available 24/7 in case of emergencies or alerts,
• Working with passion and determination to achieve company goals and ambitions.
How We Run?
- Excellent communication skills, sense of urgency, accountability, and ownership,
- Strong problem-solving and analytical skills,
- Strong collaboration skills, responsive to project needs and demands in a fast-changing environment,
- Passion for learning and continuous improvement,
- Ability to work in a team environment as a reliable, responsible, and self-motivated team player,
- The first seat in every meeting and interaction always belongs to the user.
- Take ownership of every issue we are a stakeholder in and look at events beyond our responsibilities.
- As we bring our ideas to life, we pay attention to the details, research, discuss, and finally act quickly.
- We don't get stuck with traditional methods and popular opinions; we invent Papara-style ways of doing business.
What We Offer?
- Market-competitive salary and pay-for-performance bonuses.
- Salary-based private pension plan with 3% company contribution.
- Transportation and meal allowance.
- We care about your professional development; you can use your learning budget on any platform.
- We care about you, private health & life insurance, a Gym in the office, and HPV vaccine.
- Free access to all Papara services, 10% cashback on Papara Card payments, and 20% cashback on bill payments via Papara. You can have a Metal Card for free.
- Technical equipment package that covers what you need. Internet allowance.
- Free platform memberships: Spotify, YouTube Premium, Netflix.
- Social activities: Happy Hours, Team Motivation Budget, Football Team, Sailing Team, Rowing Team, Cinema Club, Music Club, Travellers Club, Gastronomy Club etc.
- No politics; You will be a part of a team that focuses on productivity and success. You will have the opportunity to work in a dedicated team that cares about your development.
- We are against any form of discrimination. We believe that every individual has a unique personality.
- Green and pet-friendly campus, Basketball Court, Sleeping Room, and unlimited coffee.
We strive to make the hiring process the fastest and most convenient.
Come and join Papara!
