Trendyol Express - Contact Center Development Professionals

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