MELİH ÇEVİK
Strategic Operations & P&L Leader
Istanbul
Summary
Strategic operations leader with over 18 years of experience in building and scaling call center and service operations across diverse sectors, including consumer electronics, finance, software, and cloud services. Proven success in establishing companies from inception, managing teams of over 500 FTEs, and delivering strong financial performance while overseeing cross-functional departments such as Finance, HR, IT, and Administration with full P&L responsibility. Renowned for driving operational excellence and organizational growth through efficient structures, engaged teams, and customer-centric strategies. Results-oriented professional adept at navigating complex national operations and leading impactful initiatives that foster collaboration and adaptability to meet evolving business needs.
Overview
18
18
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Country Director / Board Member
TDCX
10.2022 - Current
- Managed Turkey operations with full P&L Responsibility (+40% Gross Margin and +15% EBITDA)
- Successfully executed the company setup from scratch in the Turkish market.
- Scaled operations to 130+ FTE serving multi-client contact center programs.
- Optimized workforce planning and efficiency, improving productivity by 20% with a +95% Billed-to-Pay ratio.
- Delivered consistent KPI achievement above targets, reaching the highest customer satisfaction compared to previous vendors and other global brand locations.
- Maintained sustainable turnover at
- Built and developed a country leadership team across Operations, WFM, QA, HR, and Finance.
Director of Operations
TELEPERFORMANCE
09.2019 - 09.2022
- Led a team of approximately 500 FTEs, managing end-to-end operations for 20+ global brands in banking, electronics, and telco.
- Provided consultancy to corporate clients ensuring sustainable growth from project launch to execution.
Operations Manager
TELEPERFORMANCE
06.2015 - 08.2019
- Managed corporate customer support and sales operations for global clients.
- Led a significant account consisting of 140 HC with high success rates.
Team Manager / Supervisor / Team Leader
TELEPERFORMANCE
03.2009 - 06.2015
- Managed operations for global leaders in mobile and banking industries from the ground up.
- Responsible for technical training, legal procedures, and complaint management.
Customer Service Call Center Agent
Teleperformance
11.2007 - 03.2009
Responsible for inbound calls regarding software support provided forconsumer and commercial customers
Education
Bachelor's Degree - Public Administration
Anadolu University
Air NCO Higher Vocational School -
University of National Defense
High School Diploma -
Istanbul Ticaret Odası Anadolu Teknik Lisesi
Istanbul, Turkey 04.2001 -
Skills
Experience with leading contact center platforms
Proficient in CRM software
Dialer Systems (Predictive / Progressive Dialers)
Workforce Management Tools (NICE, Verint)
Training and facilitation
Gender mainstreaming
Monitoring and evaluation
Resource mobilization
Cross-cultural communication
Organizational development
Government relations
Partnership building
Financial oversight
People management
Problem-solving
Time management
Operations management
Decision-making
Leadership development
Multitasking and organization
Accomplishments
ECCCSA 2023 Silver Award - Best New Customer Contact Center
ECCCSA 2025 Silver Award - Best Customer Centric Operation
Certification
Leadership Training
Timeline
Country Director / Board Member
TDCX
10.2022 - Current
Director of Operations
TELEPERFORMANCE
09.2019 - 09.2022
Operations Manager
TELEPERFORMANCE
06.2015 - 08.2019
Team Manager / Supervisor / Team Leader
TELEPERFORMANCE
03.2009 - 06.2015
Customer Service Call Center Agent
Teleperformance
11.2007 - 03.2009
High School Diploma -
Istanbul Ticaret Odası Anadolu Teknik Lisesi
04.2001 -
Bachelor's Degree - Public Administration
Anadolu University
Air NCO Higher Vocational School -
University of National Defense