HotelAgent Call Center Assistant Manager

In 1991, we embarked on a mission to offer outstanding service and competitive prices to those who love to travel. Over the past 30+ years, our guest-focused mindset and innovative spirit have helped shape the tourism industry in Türkiye. As the country’s leading travel and tourism company, we market thousands of hotels and proudly host top brands under the Etstur umbrella, including Didimtur, Jetset, Ucuzabilet.com, Otelpuan.com, HotelAgent, Etscore, Etsevent and Let’s Go Magazine.

We are looking for leaders to design the holidays of the future together, guided by the experience and knowledge we’ve gained in the travel industry. We believe in the strength of strong teams and take pride in collaborating with professionals who embrace change, introduce innovative solutions and set new trends in the industry.

If you’re ready to share your experience, leadership skills and industry insight with us, we’re excited to meet you.

Qualifications

• Bachelor’s degree or equivalent,
• Minimum 4 years of managerial experience in call center operations within the tourism industry,
• Experience at assistant manager/manager level in call center,
• Good command of English,
• Strong knowledge of KPI and performance management,
• Proven leadership and team management skills,
• Strong analytical thinking and problem-solving abilities,
• Ability to work in a fast-paced, results-driven environment,
• Experience in sales-focused call center management,
• Experience in tourism / hospitality industry,
• Knowledge of multi-channel customer experience management,

Job Description

• Leading and managing call center sales and customer service operations
• Driving team performance in line with KPI’s (SL, conversion, AHT, etc.)
• Increasing sales conversion rates through data-driven actions
• Optimizing multi-channel communication processes (phone, chat, WhatsApp, etc.)
• Developing training, quality, and performance management processes
• Ensuring operational efficiency and cost optimization