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.
Customer Operations Performance Specialist:
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
Proven experience managing external providers
Strong background in process implementation and operational governance
KPI- and quality-driven mindset
Fluent in French and English (both written and spoken)
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.
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