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. Analyze, monitor, and manage all Client Service Level Agreements (SLAs) ; Manage and review operational KPIs and reports, including: Financial Management Support forecasting, budgeting, and financial planning activities (P&L;) Collect and analyze data related to billable and non-billable hours 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 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 Evaluate staffing needs in collaboration with Business Development and clients, adapting to changing requirements 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 Proven ability to coach, mentor, and develop high-performing teams Excellent organizational and time-management skills in fast-paced environments Strong stakeholder management and client-facing capabilities Languages English level B2 or higher Willingness to work a flexible schedule Permanent, full-time employment Premio + Benefits Opportunity to work within a structured, international banking BPO environment Career development and leadership growth opportunities 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