Control Room Leader – BPO & Operations Analytics

About the role

We are seeking a proactive Control Room Leader to drive the technological and organisational transformation of our Control Room across Europe and North Africa. You will optimise resources, automate manual processes and enable data‑driven decision making.

Key responsibilities

• Lead the transformation of the Control Room, implementing automation and advanced analytics solutions.
• Design and maintain dashboards and reporting tools (Power BI, SQL) to monitor performance, costs and profitability.
• Oversee Workforce Management activities and optimise resource planning across multiple sites.
• Guide team development, promote analytical ways of working and measure impact of improvement initiatives.

Required profile

• Proven experience in BPO/Contact Centre leadership, preferably in Control Room, Workforce Management or Operations Analytics.
• Demonstrated ability to lead organisational change and develop team capabilities.
• Fluent in Italian and English, both written and spoken.
• Willingness to travel frequently across Europe and North Africa and legal right to work without additional visas.

Required skills

• Power BI
• SQL
• Python
• Robotic Process Automation (RPA)

What we offer

• Strategic leadership role with impact on operational efficiency and profitability.
• Opportunity to introduce innovative technologies in an international BPO environment.
• Collaborative, international working environment that values initiative and continuous improvement.
• Competitive compensation package aligned with experience.