In Concentrix Italy we are recruiting an Operations Manager Junior in our site of Cagliari!
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
* Analyze operational processes and implement best practices
* Evaluate staffing needs in collaboration with Business Development and clients, adapting to changing requirements
* Ensure consistent application of company standards, policies, and corrective actions
Candidate Profile
Experience & Background
* Minimum 2 years of experience as an Operations Manager Junior or Senior Team Leader
* At least 3 years of experience in Banking projects, preferably within a BPO or Customer Service environment
* Strong background in operations management within outsourced or contact center environments
Skills & Competencies
* Proven ability to coach, mentor, and develop high-performing teams
* Strong analytical skills with the ability to improve processes and define effective action plans
* Excellent organizational and time-management skills in fast-paced environments
* Strong stakeholder management and client-facing capabilities
* Excellent communication skills, both written and verbal
Languages
* English level B2 or higher
Additional Requirements
* Willingness to work a flexible schedule
* Willingness to travel as required
What We Offer
* Permanent, full-time employment
* Competitive salary (€30,000 – €35,000)
* Bonus + Benefits
* Opportunity to work within a structured, international banking BPO environment
* Career development and leadership growth opportunities
Diversity Disclaimer:
* At Concentrix, we respect and celebrate the diversity of our game-changers. We are committed to creating an inclusive environment for all employees, where diverse backgrounds and perspectives are welcomed and valued.