International Customer Service Professionals (Outsource Management) at Trendyol

Team: Contact Center Operations

About the Team

At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

About the Role

As an Outsource Manager within our Customer Experience department, you will not be just managing vendors; you will be the bridge between our brand promise and its execution. You will orchestrate a multi-partner ecosystem to ensure every customer interaction reflects our excellence. We are looking for a data-driven strategist who can balance cost-efficiency with world-class service quality.

Responsibilities

Strategic Vendor Partnership: Build and maintain high-level relationships with outsource partners, ensuring they are not just service providers but an extension of our corporate culture

Performance Engineering: Define, monitor, and deep-dive into KPIs (SLA, CSAT, NPS, FCR, AHT) to ensure targets are met and exceeded consistently

On-Site Leadership: Conduct regular site visits (including domestic travel) to audit operations, instill our brand values, and ensure workplace standards are aligned with our requirements

Efficiency & Innovation: Spearhead automation and self-service projects (AI Bots etc.) to drive operational optimization

Continuous Feedback Loop: Implement robust QA and feedback mechanisms to coach outsource teams in collaboration with the Quality Team, ensuring a constant upward trajectory in productivity and quality

Cross-Functional Process Excellence: Work closely with internal departments (Product, Tech, Logistics, Marketing) to identify operational pain points and lead end-to-end process improvement projects that enhance the customer journey

Project Leadership: Act as the primary project lead for CX initiatives, ensuring internal stakeholders are aligned with outsource capabilities and corporate strategic goals

Financial & Contractual Governance: Manage the end-to-end lifecycle of outsource agreements, from RFP processes and contract negotiations to monthly invoicing and financial reconciliation with the related teams

Expected Qualifications

Bachelor’s or Master’s degree (preferably in Industrial Engineering, Business Administration, or related fields)

5+ years of solid experience in Call Center Management or Outsource Operations, ideally within the E-commerce or Tech sectors

Data Wizardry: Exceptional analytical skills; you should be able to turn complex data sets into actionable insights using MS Office, GSuite

A proven track record of thriving in a fast-paced, high-growth environment where priorities can shift rapidly

Masterful persuasion skills with the ability to manage stakeholders at all levels, from agents to C-level executives

Passionate about CX technologies, AI-driven automation, and CRM systems

Excellent command of English

No restrictions on travel

International Customer Service Professionals (Outsource Management)

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