Senior Specialist eCom Call Center Operations (Istanbul, Istanbul, TR)

Adidas
Istanbul
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2+ yearsSkills: ["Leadership","People management","Communication","Negotiation","Stakeholder management"]

Drive consumer service operational excellence for eCom and retail customers in Emerging Markets, ensuring a premium experience across contact center channels. Lead vendor and partnership execution on country targets, manage 3rd-party contact center providers, and act as first escalation point. Own process rollouts and documentation, monitor case backlogs, service levels, quality, and revenue, and lead business reviews to improve KPIs. Support team workload and targets for effective performance.

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FursaFursa
Adidas
Adidas
2 months ago

Senior Specialist eCom Call Center Operations (Istanbul, Istanbul, TR)

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Last checked: 51 minutes agoStatus: Live

Job Summary

Drive consumer service operational excellence for eCom and retail customers in Emerging Markets, ensuring a premium experience across contact center channels. Lead vendor and partnership execution on country targets, manage 3rd-party contact center providers, and act as first escalation point. Own process rollouts and documentation, monitor case backlogs, service levels, quality, and revenue, and lead business reviews to improve KPIs. Support team workload and targets for effective performance.
Location: Istanbul
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Create a premium consumer service experience in Emerging Markets by driving operational excellence across contact center service channels.
  • •Lead and manage consumer service targets on a country level across channels, ensuring time, cost, and quality delivery in an agile digitalization environment.
  • •Manage local vendor relationships and act as the first escalation point for the contact center.
  • •Monitor and improve open case backlogs, service levels, quality standards, revenue levels, and premium membership experiences, working closely with the contact center.
  • •Support process rollouts and documentation, run business reviews, and drive KPI-driven continuous improvement with vendor accountability.

Key Requirements

  • •2+ years of experience in contact vendor management in a Retail, Digital, and/or eCommerce environment.
  • •Lead execution within consumer service, with expert knowledge of the consumer service domain.
  • •2+ years of experience leading a team.
  • •Experience managing complex processes involving multiple teams in different countries.
  • •Fluent English and strong Excel knowledge with basic formulas; comfort working with reporting KPI platforms and enterprise tools.
Experience:2+ yearsRetailDigitalECommerceContact centerVendor management
Education:
Skills:LeadershipPeople managementCommunicationNegotiationStakeholder management
Languages:English
Tech Stack:SalesforceJIRAOmnihubExcel

Company Brief

Adidas
Global sportswear company designing, manufacturing, and selling athletic footwear, apparel, and accessories. Serves consumers and athletes through branded products, direct-to-consumer retail, and wholesale channels worldwide.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Herzogenaurach, Germany
Founded: 1949
Glassdoor
Glassdoor: 3.8
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