Customer Service Operations Manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/85bh4m

In Concentrix Italy we are recruiting an Operations Manager in our site of Vimercate As Operations Manager you will be responsible for leading, coaching, and supervising a team of Team Leaders and CSA within a BPO banking environment. This role ensures the achievement of Client Service Level Agreements (SLAs), operational excellence, and financial performance, while maintaining strong client relationships and driving continuous improvement across customer service operations.

Key Responsibilities

Operational & Client Performance
- Analyze, monitor, and manage all Client Service Level Agreements (SLAs) ; define and implement improvement plans when required
- Ensure delivery of consistent operational performance and over-deliver against client expectations
- Manage and review operational KPIs and reports, including: Attendance and adherence
- Productivity and performance metrics
- Client scorecards and quality indicators

Financial Management
- Maximize revenue generation in line with short- and long-term financial objectives
- Support forecasting, budgeting,



and financial planning activities (P&L;)
- Collect and analyze data related to billable and non-billable hours

People Leadership
- Lead, coach, and develop a team of Team Leaders and their associates
- Select, train, and develop direct reports in line with company policies and legal requirements
- Conduct regular 1:1 performance reviews and provide continuous coaching and feedback
- Create a positive, engaging work environment and effectively manage employee relations issues

Client & Stakeholder Management
- Build and maintain strong, trusted relationships with client stakeholders
- Attend and actively contribute to client business reviews
- Participate in cross-functional meetings with Training, HR, Quality, Workforce Management, and Talent Acquisition teams
- Partner with internal and external stakeholders to define and implement action plans for continuous improvement

Process & Continuous Improvement
- Anal

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/85bh4m