Customer Service Operations Manager

In Concentrix Italy we are recruiting an Operations Manager in our site of Vimercate

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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 adherenceProductivity and performance metricsClient 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 (€ 35,000 - 40,000€)
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. xrtlpzc We are committed to creating an inclusive environment for all employees, where diverse backgrounds and perspectives are welcomed and valued.