Resource Planning & Controlling Specialist

Majorel Türkiye

We design, build and deliver next-generation end-to-end CX solutions for many of the world’s most respected digital-native and vertical leading brands. Our comprehensive east-to-west global footprint in 45 countries across five continents, with more than 82,000 team members and 60 languages, allows us to deliver flexible solutions that leverage our expertise in cultural nuance, which we believe to be essential for true excellence in CX. We have deep domain expertise in tech-augmented front to-back-office CX. Additionally, we offer Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a global leader in Content Services, Trust & Safety. We believe the ‘Majorel difference’ to be our culture of entrepreneurship.

As Majorel Türkiye, with more than 4,000 teammates in 7 different locations in Turkey and working-from-home model, we offer services to leading brands both across Turkey and worldwide in 12 different languages, including German, Dutch, Turkish, English, Arabic, Italian, Spanish, Greek, Hebrew, French, Russian, and Bulgarian.

Our Mission

We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners. We are driven to go further.

Our Vision

Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.

We serve customers across the world through our 82.000 people based in 45 countries across 5 continents with 60 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.

General Qualifications:

·        Bachelor’s degree in related area,

·        At least 2 years experience in a planning and reporting position,

·        Preferably having experince about Call Center,

·        Excellent proficiency in Microsoft Office Applications,

·        Excellent command of both written and spoken English,

·        Excellent analyzing and coordination abilities,

·        Effective communication and persuasion skills,

·        Able to work as a team player progress with a cooperation perspective,

·        Able to work with goal and solution oriented,

·        Having customer oriented service approach,

·        Having developed initiative and decision making skills,

·        Male candidates must have completed their military obligation or exempt from military service.

Job Descriptions:

·        Creating a shift plan according to general call density estimates,

·        Coordinating the shift and transportation plan weekly,

·        Revision of the shift plan created weekly in a way that does not affect productivity and customersatisfaction,

·        Positive / negative response by evaluating shift requests from Team Leaders,

·        Ensuring proper use of resources,

·        To ensure seat planning, capacity and resource planning,

·        Planning of transportation and meals,

·        To Follow-up of absenteeism,

·        Taking actions to reduce service costs,

·        Checking the efficiency of operation and generating alarm to operation,

·        According to the number of  MT newly recruited, making demands of computers, licenses, etc.,

·        Equalization, overtime tracking and completion of missing times, ensuring operational efficiency.