Contact Center Manager

At
METLEN Energy & Metals
, we are catalysts for a sustainable future, positioned at the forefront of the energy transition while being a reference point for competitive green metallurgy at both the European and global levels. We are a global industrial and energy company operating across two highly interconnected and complementary sectors:
Energy and Metals
. With a consolidated turnover of €5,683 million and an EBITDA of €1,080 million, along with a workforce of over 7,627 dedicated individuals, we drive success through cutting-edge technology and diverse talent.

We are committed to embracing new state-of-the-art technologies and advancements, propelling us towards a cleaner, brighter tomorrow. Our positive footprint extends across five continents, creating a lasting impact. At METLEN, we foster a culture of
resilience, challenge, respect, excellence,
and
change
, empowering our diverse workforce to achieve remarkable outcomes.

We are currently looking for a talented
Contact Center Manager
to join our
B2C
team, part of our
Fully Integrated Energy Utility
Division, in our
Paiania
offices.

By joining this role, you will play a key role in overseeing the day-to-day operations of the Contact Center, ensuring efficient performance, high-quality customer experience, and achievement of business objectives, with a strong focus on B2C yearly targets.

Your role will encompass:

• Recruiting, managing, and supervising Contact Center staff, including agents, supervisors, and support personnel, while fostering a positive and high-performance team culture.
• Setting performance goals, conducting regular evaluations, and providing coaching and feedback to drive individual and team development.
• Ensuring smooth daily operations across all communication channels, monitoring call queues, response times, service levels, and overall customer interactions.
• Managing and optimizing Contact Center systems, tools, and technologies, including CRM, dialing systems, and sales tools, to support operational excellence.
• Establishing, monitoring, and analyzing key performance indicators (KPIs), leveraging data and reports to identify trends, improve efficiency, and implement corrective actions.
• Optimizing resource allocation and managing the Contact Center budget, ensuring cost efficiency, regulatory compliance, and continuous process improvement.

What You Bring to the Role

• Bachelor's degree in Marketing, Communications, Business, or a related field.
• 3+ years of experience in Contact Center management or a similar role.
• Strong leadership, team management, and coaching skills, with the ability to motivate and develop staff.
• Excellent communication, interpersonal, and problem-solving abilities.
• Solid knowledge of Contact Center software, technologies, CRM systems, and reporting/dashboard tools (e.g., BI tools).
• Customer-centric mindset with strong analytical skills and a focus on continuous improvement and operational efficiency.

Share the same Value Based Behaviors:

• People & Personal growth.
• Results orientation & Safety excellence.
• Collaboration & Trust.
• Empathy & Effective communication.
• Flexibility & Adaptability.

Your Benefits:

• Competitive remuneration package.
• Ticket Restaurant Card.
• Group Health Insurance program.
• Protergia discount on electricity and natural gas bill.
• Pension Plan.

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At
Metlen Energy & Metals
we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.