Operations Manager - Florence, Italy Milano

Operations Manager - Florence, Italy
Milano
Lombardia, Milano

Learn, Lead & Grow at Sitel Group®**:

We believe experiences are everything, and that happy associates are successful ones.

That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

- **GROW AS YOU GO.

**We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals.

We promote from within.

We provide you with the tools, skills and resources to develop, both professionally and personally.

You choose where you want to go; we help you get there.

- **BE BOLD, BE YOU.

**#SitelLife represents our commitment to our people -to YOU.

It's about coming exactly as you are.

We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

- **WORK TOGETHER TO MAKE AN IMPACT.

**We strive to make the world a better place and empower others to do the same.

We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

- **GAIN STABILITY, EXPAND POSSIBILITIES.

**We celebrate successes and reward our people for the hard work they do every day.

We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses.

Plus, fun perks like employee discounts.

- **MAXIMIZE YOUR EXPERIENCE.

**We value open, honest and constructive conversation.

We encourage you to speak up -and we listen when you do.

Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

**About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world's best-loved brands, from Fortune 500 companies to local startups, to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 100, 000 people around the globe - working from home or from one of our CX hubs - we securely connect best-loved brands with their customers over 4. 5 million times every day in 50+ languages.

Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints.

Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.

**Come and work with us.

**:

We are looking for a talented and accomplished **Operations Manager** to be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.

As an **Operation Manager** in this project, your daily responsibilities will include:

- Reporting to the Business Unit Director, manage first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues

- Preparing, analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews

- Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPI's

- Ability to support P&L analyzes and make decisions aligned with Client and Corporate business

- To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed

- Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development

- Management of any Client escalations relating to the Operational team's performance

- Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed

- Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives

- Takes personal responsibility to understand and comply with all company and client Health, Safety and Security responsibilities

To succeed in the role, you will need to have:

- Bachelor's degree or directly related work experience

- Strong English verbal and written communication skills (mandatory)

- A proficient second language will be a plus

- Minimum of 2 years previous Call Center experience

- Evidence of effective interpersonal, coaching, and leadership skills

- Good organization/time management skills and problem-solving skills

- Ability to work with a variety of people from diverse backgrounds

- Ability to organize and prioritize, set priorities and multi-task

- Ability to adhere to all organizational policies and procedures

- Ability to provide feedback in a positive and supportive manner

- Ability to assess agents' professional, linguistic, technical and diagnostic skills, identify strengths/weaknesses and recommend solutions

- Strong knowledge of key functional areas including workforce management, forecasting, performance management, process improvement, quality assurance, technology, and reporting.

- Experience working in a metrics-driven environment with responsibility creating a