Control Room Leader – BPO & Operations Analytics

About the role

A CX transformation company specialising in business consulting, technology, data and AI-driven operations is looking for an experienced Control Room Leader for its offices in Tirana. The role leads the technological and organisational transformation of the Control Room across Europe and North Africa, turning it into a more data-driven function that optimises resources, reduces manual data processing and improves operational efficiency and profitability.

Key responsibilities

• Lead the technological and organisational transformation of the Control Room across Europe and North Africa.
• Identify and implement automation solutions to streamline workflows and reduce manual activities.
• Design and develop dashboards and reporting solutions to monitor performance, costs and profitability under the Price per Case model.
• Use data analytics, AI and predictive insights to anticipate operational challenges and find improvement opportunities.
• Oversee Workforce Management and optimise resource planning across multiple sites.
• Guide the team's development through skills building, role realignment and more analytical ways of working.
• Showcase the impact of improvements through time savings, error reduction and higher productivity.
• Work with senior management and stakeholders, sharing operational and financial insights and recommending solutions.

Required profile

• Proven BPO / contact centre experience, preferably in a leadership role in Control Room, Workforce Management, Operations Analytics or operational transformation.
• Demonstrated experience automating processes, reporting and data workflows.
• Ability to lead teams, develop capabilities and manage organisational change.
• Fluency in Italian and English, written and spoken.
• Availability for frequent business travel and legal status to work temporarily in European locations without extra visas or permits.
• Advantage: experience with AI, advanced analytics, international team management and volume-based pricing models.

Required skills

• Business intelligence and data analytics tools such as Power BI and SQL, or equivalents.
• Automation technologies such as Python and/or RPA.
• Workforce management, resource planning and performance monitoring in multi-site environments.

What we offer

• A leadership position in an international BPO environment with a direct impact on efficiency and profitability.
• The chance to introduce new technologies and shape new processes.
• A collaborative, international working environment.
• A competitive compensation package aligned with experience.