Customer Service Operations Manager

About the role

Concentrix Italy is looking for a Customer Service Operations Manager to lead a team of Team Leaders and Customer Service Associates within a BPO banking environment in Vimercate. The role focuses on delivering operational excellence, meeting client SLAs, and driving continuous improvement across customer service operations.

Key responsibilities

• Monitor and manage all client Service Level Agreements (SLAs), defining improvement plans when needed.
• Ensure consistent operational performance and exceed client expectations.
• Manage operational KPIs and reports, including attendance, adherence, productivity, quality indicators, and financial metrics.
• Maximize revenue in line with short‑ and long‑term financial objectives, support forecasting, budgeting, and P&L activities.
• Lead, coach, and develop Team Leaders and their associates, conducting regular performance reviews and fostering a positive work environment.
• Build and maintain strong relationships with client stakeholders, participating in business reviews and cross‑functional meetings.
• Analyze processes, implement best practices, and evaluate staffing needs in collaboration with Business Development and clients.

Required profile

• Minimum 2 years experience as an Operations Manager (Junior or Senior Team Leader).
• At least 3 years experience in banking projects, preferably within a BPO or customer service setting.
• Strong background in operations management in outsourced or contact‑center environments.

Required skills

• Proven ability to coach, mentor, and develop high‑performing teams.
• Strong analytical skills for process improvement and action‑plan definition.
• Excellent organizational and time‑management abilities in fast‑paced settings.
• Effective stakeholder management and client‑facing capabilities.
• Excellent written and verbal communication skills.
• English proficiency at B2 level or higher.
• Willingness to work a flexible schedule and travel as required.