Alessandro Casella

I’m a senior manager with 25+ years of experience in Business Process Outsourcing and Customer Relationship Management key roles. Currently, I manage global operations for Konecta, ensuring seamless coordination across international sites and delivering exceptional results for the company's clients. Throughout my career, I’ve successfully led projects including customer operations startups, business control process setup, M&A integration, and new site openings.

Known for my multidisciplinary prowess, interpersonal skills, and analytical mindset, I excel in fostering dynamic environments, driving fact-based decisions, and delivering long-term outcomes.

Global Operations Director - KONECTA ITALIA SPA

(2024-04)

As Manager of the Global Clients Division, I oversee operations for a major airline client across Casablanca, Tirana, São Paulo, and London, as well as for a global online travel leader in Lisbon and a leading hearing care company across Paris, Bari, Barcelona, Stuttgart, Budapest, Manchester and San Antonio.

• Ensure operations across all sites meet performance KPIs and SLA standards.
• Develop and maintain strong relationships with senior client managers, understanding their needs and ensuring alignment.
• Build excellent internal relationships to drive improvements and influence change.
• Monitor and manage operational and financial KPIs, ensuring compliance and delivering results.
• Collaborate with HR, Reporting, Finance, and Legal teams internally, as well as external client managers.
• Successfully aligned multi-site operations across diverse geographical locations to meet challenging KPIs.
• Strengthened client trust through proactive relationship management and consistent results.
• Defined organizational set-up to meet service quality standards
• Implemented efficient workforce management process

Project Mgmt Officer & Facilities - TRANSCOM WORLDWIDE ITALY SPA

(2018 - 2024-02)

Leading major projects for the Italy Cluster, primarily in footprint expansion by opening new sites to accompany commercial growth in Italy, Tunisia, Hungary, Albania and Croatia. Accountable for each project from end to end, from business case creation for Board of Directors' approval to site delivery to Operations, through building research and real estate assessment, engineering company selection and engagement, contracts negotiation.

• Consolidation of two old Tunis sites in a new one, consisting in 1200 operational seats and opening of a further second site of 1000 seats to support the off-shore growth
• Opening of new site in La Spezia (Italy) for a new won Client of finance industry, in Rende (Italy) for a new Line of Business and in Tirana (Albania) for organic growth.
• Supporting the progressive commercial growth by moving Milan site to a new one and opening of a second site dedicated to a Client of the public sector, finding solution to variabilize fixed cost
• Cost Optimization by moving operations of Pula (Croatia) and Budapest (Hungary) respectively to new sites respectively
• Managing of the integration plan of an acquired company having main sites in Albania, Croatia and Kosovo

Regional COO, Continental Europe - TRANSCOM WORLDWIDE ITALY SPA

(2016 - 2018)

Responsible for business processes standardization, internal benchmarking methodologies, business control, workforce management governance and overseeing Performance Champion program and other initiatives in the Operations area in all Countries of the Region (Portugal, Spain, Italy, Germany, Poland, Hungary, Croatia, Serbia, Albania, Tunisia)

• I developed a standardized process and tool for Business Performance Management and Controlling, facilitating forecasting, projection, and tracking of key operational KPIs and financial data (P&L at Contribution Margin level). Following deployment in the Region, it was acknowledged as a best practice at the Corporate level. Additionally, it became the designated process for budgeting and medium-term planning.
• I achieved an average increase of 3 percentage points in Contribution Margin within the Region thanks to the implementation of the aforementioned process and tool.

Regional Business Support Manager - TRANSCOM WORLDWIDE ITALY SPA

(2011 - 2016)

Manager of the Team of production analysts and specialists dedicated to coordination of Central & South Europe contact centers (Italy, Germany, Poland, Hungary, Croatia, Serbia, Albania, Tunisia) with focus to

• Workforce Management
• Forecasting =>> analysis of expected activity volumes in contact centers (multichannel) and sizing of the necessary workforce for recruitment plan updates.
• Resource Planning =>> Definition of the necessary workforce for specific time intervals to align with traffic distribution curves and creation of work schedules
• Traffic Control =>> Real-time Adherence monitoring of contact flow and available resources for tactical interventions to ensure efficiency and achievement of agreed KPIs with clients.
• Business Analyses and Operational Reporting =>> Production of analysis and reports on operational performance to identify areas for improvement.
• Campaign Management =>> Administration of outbound campaigns in the dialer system
• Project Management =>> Leading of projects of various nature that do not fit within standard processes.
• Sales Support =>> Provision of information related to operations management to support sales activities.
• Pricing =>> Management of the process to define prices for participating in tender bids
• Budgeting =>> Leading of the budgeting process at the Contribution Margin level
• I devised a tool and associated process to streamline and standardize pricing and business case assessments, with comprehensive control over operational assumptions, resulting in P&L and Cash Flow forecasts. This facilitated expedited approval timelines for our company's participation in tenders to acquire new customers. The approach was acknowledged as a best practice at the corporate level.

Business Support Manager, Italy - TRANSCOM WORLDWIDE ITALY SPA

(2004 - 2011)

Manager of the Team composed by production analysts and specialists dedicated to coordination of Italian contact centers (Milan, L'Aquila, Bari, Lecce and Subcontractors), focused on same activities described above

• My pivotal role in price determination and crafting compelling business cases led to our triumph in securing two significant public tenders, catalyzing the exponential growth of Transcom Italy.
• I managed the seamless integration of two acquired sites in Catania, dedicated to servicing one of our Public Administration clients.

Business Manager - TRANSCOM WORLDWIDE ITALY SPA

(2003 - 2004)

As the primary liaison for clients on designated projects, I oversaw all aspects of the service, ensuring satisfaction and retention. This included ownership of commercial agreements within my Business Area and management of the Business Unit budget. Additionally, I supervised Team Leaders, provided guidance, and set goals to drive team success.

I conducted in-depth analysis of client and internal KPIs, implementing improvement strategies as needed. Furthermore, I oversaw the training of Team Leaders and managed organizational changes, such as the creation of new teams and staffing adjustments, to optimize operational efficiency.

Operations Manager - TRANSCOM WORLDWIDE ITALY SPA

(2000 - 2003)

I directed Milan contact center operations, optimizing processes and resources for efficiency. Analyzing performance metrics, I implemented strategies to enhance productivity and quality standards. Additionally, I managed organizational changes to align staffing with project demands.

Quality Improvement Manager - TRANSCOM WORLDWIDE ITALY SPA

(1999 - 2000)

Responsible for enhancing service quality and customer experience.

Insurance Consultant - Alleanza Assicurazioni Spa

(1998 - 1999)

Private Investigator - Shadow Detectives Sas

(1993 - 1998)

Scientific High School Diploma - Liceo Scientifico "Giovanni Battista Vico" (1992 - 1992)