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 to boost operational performance and profitability.

Key responsibilities

• Lead the transformation of the Control Room, implementing automation solutions and advanced dashboards.
• Design and develop Power BI and SQL reporting tools to monitor performance, costs and profitability.
• Leverage AI and predictive analytics to anticipate operational challenges and identify improvement opportunities.
• Oversee Workforce Management activities, optimise resource planning across multiple sites and guide team skill development.
• Measure and communicate the impact of initiatives, demonstrating time savings, error reduction and productivity gains.

Required profile

• Proven experience in BPO/Contact Centre environments, preferably in a Control Room, Workforce Management or Operations Analytics leadership role.
• Strong analytical and business acumen with the ability to turn operational and financial data into actionable insights.
• Excellent communication skills in both Italian and English, written and spoken.
• High autonomy, initiative and a solution‑oriented mindset, with willingness to travel frequently across Europe and North Africa.

Required skills

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

What we offer

• Leadership position with responsibility across Europe and North Africa.
• Opportunity to lead a strategic technological transformation in an international BPO environment.
• Collaborative, international working environment that values initiative and continuous improvement.
• Competitive compensation package aligned with experience.