Job description
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, or age.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
Let’s start with the role
The Senior BPO Operations Specialist is a key member of the BPO team, responsible for overseeing day-to-day operations, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met, and delivering exceptional customer experiences. Serving as a liaison between clients, teams, and management, the Senior BPO Operations Specialist handles escalations, monitors performance, and drives process improvements.
As a Senior BPO Operations Specialist you will:
- Update the daily metrics file with the previous day’s CSAT results;
- Update the promoters’ analysis file with the previous day’s Promoters communications;
- Update the files for the weekly CSAT performance of the agents and the Hubs;
- Create the team’s weekly report;
- Analyse the promoter communications to assess controllability and criticality;
- Ensure BPOs meet companies targets by taking all necessary actions;
- Analyse the detractor communications to identify trends and opportunities for improvement;
- Escalate the critical/highly critical communications to the internal QC and/or BKO team;
- Provide Live Support to BPOs through our operational channels;
- Offer on-site Support to BPOs (travelling may be required based on BPO location);
- Keep track of the Outlier’s Performance and provide feedback on negative trends;
- Create and update FAQ materials for BPOs to ensure easy access to information;
- Suggest improvements or corrections for our knowledge base (KB), Help Center (HC) and site content;
- Create EFM tickets to address bottlenecks in our operations;
- Calibrate with internal QC analysts on operational processes and procedures;
- Coordinate with internal Trainers about Training material;
- Participate in calibration meetings between our internal and the external QC analysts;
- Review the performance results of the internal teams, after process changes are implemented.
What you will bring:
- 4-5 years of experience in a BPO or contact center environment;
- Strong understanding of all CS processes and functionalities;
- Strong numerical skills with high exposure to numbers and ability to understand and track CS related KPIs;
- Hands-on experience in process optimization, quality control, and adherence to SLAs (Service Level Agreements);
- Excellent Communication skills, both verbal and written;
- A Customer-Centric Approach and attention to detail;
- Willingness to travel as the role may require occasional face-to-face meetings with Stakeholders;
- Proficiency in English & French.
Kaizen Gaming Perks
- 🕑 Hybrid way of working & remote options
- 🏃 A buddy will support you with your onboarding
- 💸 Competitive pay and bonus scheme
- 👩⚕️ Private health insurance for you and your family
- 💰 Monthly meal allowance
- ⭐Developmental 360° feedback framework
- 📚 Unlimited access to Udemy & continuous training
- #LI-Hybrid
- #LI-DT1
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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.
