Customer Operations Performance Specialist

🚀Are you ready to innovate, grow, and collaborate?

Welcome to the heart of the Digital Renaissance.

We are BTO, part of Relatech Group, an Italian tech company founded in 2001, now operating across 14 locations in Italy and abroad. We are the beating heart of an ecosystem that delivers both technological and human value to businesses.

With 800+ professionals and advanced expertise in Cloud☁️, Cybersecurity🛡️, AI🤖, AR/VR🕶️, IoT🌐, and Blockchain🔗, we build end-to-end solutions that create real-world impact.

🌍 At the core of our vision is the individual. We democratize technology to enhance accessibility and build a more inclusive and sustainable future.

🧠What You’ll Do

We are looking for a Customer Operations Performance Specialist to act as the operational guarantor of process excellence and performance within an outsourced, multi-channel customer support environment (back-office, written interactions, administrative follow-up, and phone support).

The role sits at the intersection of operations, quality, and governance, ensuring that the external service provider delivers high-quality, efficient, and fully compliant services, while continuously driving performance improvement and operational excellence.

• Lead the deployment of new processes and operational updates
• Ensure proper understanding and correct execution by the provider’s teams
• Coordinate and oversee training related to process changes
• Monitor action plans resulting from quality audits
• Measure operational impact (quality, productivity, error rates)
• Maintain up-to-date operational documentation
• Ensure alignment between processes, tools, and organizational structure
• Monitor KPIs, SLAs, backlog, and quality indicators
• Analyze performance gaps and define corrective action plans
• Lead quality governance meetings and performance reviews
• Escalate customer dissatisfaction cases when necessary
• Maintain a strong on-site presence to drive engagement and operational discipline
• Contribute to workload forecasting and capacity planning
• Participate in contractual and financial follow-up (bonus/penalty mechanisms)
• Optimize workflows, tools, and operational templates
• Propose structural improvements to enhance efficiency, reliability, and service quality

🛠️ Technical Skills

• At least 5 years of experience in customer operations, outsourced environments, BPOs, or service centers
• Fluent in French and English (both written and spoken)
• Proven experience managing external providers
• Strong background in process implementation and operational governance
• KPI- and quality-driven mindset

Nice to have:

• Ability to influence stakeholders without direct hierarchical authority
• Strong results orientation and problem-solving skills

📍 Where: Luxembourg, on-site presence required

🌱 What We Offer

✨ A dynamic, young, and fast-growing environment

🔄 Flexible thinking and working approaches

🎓 Hands-on experience in a stimulating, project-based context

👩 🏫 Opportunities to learn from industry professionals

📚 On-the-job training (and more)

🚀 The chance to work on real projects with tangible impact

The chance to work on real projects with tangible impact

🌍 Inclusion & Equal Opportunity

We believe in people, diversity, and meritocracy. Our recruitment processes are open to everyone—regardless of gender, ethnicity, orientation, or ability. For us, talent is a matter of energy, not labels.

🔗 Discover more about us #BTO

Explore our world at 🌐 www.relatech.com