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.

La preghiamo di leggere attentamente la panoramica e i requisiti per questa opportunità di lavoro riportati di seguito.

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

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€)

Premio + 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. xkiyazw We are committed to creating an inclusive environment for all employees, where diverse backgrounds and perspectives are welcomed and valued.

Customer Service Operations Manager - €35.000 - €40.000 A Year Milano, IT

📌 Customer Service Operations Manager - €40.000 A Year (Milano)
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📍 Milano