We are a CX Transformation company specialized in Business consulting, Technology, Data and AI Intelligent Operations. With a result-driven entrepreneurial mindset and a deep-rooted customer-centric culture, we support digital transformation programs across the entire customer life cycle.
We are looking for an experienced, forward-thinking Control Room Leader who combines a strong BPO background with expertise in Data Analytics, Workforce Management and process automation.
You are a proactive, results-driven professional who can translate complex operational challenges into practical, technology-driven solutions. You are comfortable leading teams through change, challenging existing processes and using data to drive operational efficiency and business profitability.
Who are you?
You have:
Proven experience in the BPO / Contact Centre industry, preferably in a leadership role within Control Room, Workforce Management, Operations Analytics or operational transformation.
Demonstrated experience in automating operational processes, reporting and data workflows, delivering measurable improvements in efficiency and accuracy.
Strong knowledge of Business Intelligence and Data Analytics tools, including Power BI, SQL or equivalent solutions.
Practical knowledge of automation technologies, such as Python and/or Robotic Process Automation (RPA).
Solid understanding of Workforce Management, resource planning and performance monitoring in multi-site environments.
Proven ability to lead teams, develop capabilities and manage organisational change.
Strong analytical and business acumen, with the ability to turn operational and financial data into actionable insights.
Excellent communication skills and fluency in both Italian and English, written and spoken.
A high degree of autonomy, initiative and a solution-oriented mindset.
Experience with AI, Advanced Analytics, international team management and volume-based pricing models will be considered an advantage.
Essential requirement International Mobility: You must be available for frequent business travel and hold the necessary legal status to travel and temporarily perform work at our European locations without requiring additional visas or work permits, subject to applicable regulations.
What will you do?
You will play a central role in transforming our Control Room into a more technologically advanced, data-driven function.
Your mission will be to optimise resources, eliminate repetitive manual data processing and empower the team to focus on proactive analysis, operational performance and profitability.
Your key responsibilities will include:
Lead the technological and organisational transformation of the Control Room across Europe and North Africa.
Identify and implement automation solutions to streamline workflows, minimise manual activities and improve operational efficiency.
Design and develop advanced dashboards and reporting solutions to monitor performance, costs and profitability within the Price per Case model.
Leverage data analytics, AI and predictive insights to anticipate operational challenges and identify improvement opportunities.
Oversee Workforce Management activities and optimise resource planning across multiple operational sites.
Guide the team's professional evolution through skills development, role realignment and the adoption of more analytical and data-driven ways of working.
Measure and demonstrate the impact of improvement initiatives through tangible results, including time savings, error reduction and increased productivity.
Collaborate with senior management and key stakeholders, communicating operational and financial insights and recommending effective solutions.
Drive change with ownership and autonomy, proactively identifying opportunities rather than waiting for direction.
What do we have to offer?
The opportunity to lead a strategic technological and organisational transformation project within an international BPO environment.
A leadership position with responsibility across Europe and North Africa and a direct impact on operational efficiency and business profitability.
The opportunity to introduce innovative technologies, shape new processes and contribute to the evolution of our Control Room.
A collaborative, international working environment where expertise, initiative and continuous improvement are valued.
A competitive compensation package aligned with your experience and expertise.
We are a CX Transformation company specialized in Business consulting, Technology, Data and AI Intelligent Operations. With a result-driven entrepreneurial mindset and a deep-rooted customer-centric culture, we support digital transformation programs across the entire customer life cycle.
We are looking for an experienced, forward-thinking Control Room Leader who combines a strong BPO background with expertise in Data Analytics, Workforce Management and process automation.
You are a proactive, results-driven professional who can translate complex operational challenges into practical, technology-driven solutions. You are comfortable leading teams through change, challenging existing processes and using data to drive operational efficiency and business profitability.
Who are you?
You have:
Proven experience in the BPO / Contact Centre industry, preferably in a leadership role within Control Room, Workforce Management, Operations Analytics or operational transformation.
Demonstrated experience in automating operational processes, reporting and data workflows, delivering measurable improvements in efficiency and accuracy.
Strong knowledge of Business Intelligence and Data Analytics tools, including Power BI, SQL or equivalent solutions.
Practical knowledge of automation technologies, such as Python and/or Robotic Process Automation (RPA).
Solid understanding of Workforce Management, resource planning and performance monitoring in multi-site environments.
Proven ability to lead teams, develop capabilities and manage organisational change.
Strong analytical and business acumen, with the ability to turn operational and financial data into actionable insights.
Excellent communication skills and fluency in both Italian and English, written and spoken.
A high degree of autonomy, initiative and a solution-oriented mindset.
Experience with AI, Advanced Analytics, international team management and volume-based pricing models will be considered an advantage.
Essential requirement International Mobility: You must be available for frequent business travel and hold the necessary legal status to travel and temporarily perform work at our European locations without requiring additional visas or work permits, subject to applicable regulations.
What will you do?
You will play a central role in transforming our Control Room into a more technologically advanced, data-driven function.
Your mission will be to optimise resources, eliminate repetitive manual data processing and empower the team to focus on proactive analysis, operational performance and profitability.
Your key responsibilities will include:
Lead the technological and organisational transformation of the Control Room across Europe and North Africa.
Identify and implement automation solutions to streamline workflows, minimise manual activities and improve operational efficiency.
Design and develop advanced dashboards and reporting solutions to monitor performance, costs and profitability within the Price per Case model.
Leverage data analytics, AI and predictive insights to anticipate operational challenges and identify improvement opportunities.
Oversee Workforce Management activities and optimise resource planning across multiple operational sites.
Guide the team's professional evolution through skills development, role realignment and the adoption of more analytical and data-driven ways of working.
Measure and demonstrate the impact of improvement initiatives through tangible results, including time savings, error reduction and increased productivity.
Collaborate with senior management and key stakeholders, communicating operational and financial insights and recommending effective solutions.
Drive change with ownership and autonomy, proactively identifying opportunities rather than waiting for direction.
What do we have to offer?
The opportunity to lead a strategic technological and organisational transformation project within an international BPO environment.
A leadership position with responsibility across Europe and North Africa and a direct impact on operational efficiency and business profitability.
The opportunity to introduce innovative technologies, shape new processes and contribute to the evolution of our Control Room.
A collaborative, international working environment where expertise, initiative and continuous improvement are valued.
A competitive compensation package aligned with your experience and expertise.
