BPO Operations Specialist

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 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. 

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

As a BPO Operations Specialist, you'll be pivotal in supporting back-office functions to ensure an exceptional customer experience. Your responsibilities will include a range of critical tasks that are vital to the seamless operation of the business.

As a BPO Operations Specialist, you will:

• Daily Metric & Promoter Analysis Management: Update daily metrics and promoter analysis files with the previous day's CSAT results and promoter communications to maintain real-time data accuracy. 
• Performance Reporting & Tracking: Compile weekly CSAT performance reports for agents and Hubs, and create comprehensive weekly team reports  to provide visibility into operational trends. 
• Strategic Market, BPO & User Support: Support the market, provide live/on-site assistance to BPOs (travel required based on location), and handle live chats or calls with users for assistance when necessary. 
• BPO Target Delivery & Outlier Management: Take all necessary actions to ensure BPOs meet company targets, while tracking outlier performance and providing critical feedback on negative trends. 
• Advanced Communication & Sentiment Analysis: Analyze promoter and detractor communications to assess controllability and criticality, while identifying key trends and opportunities for improvement. 
• Critical Escalations & Ticket Management: Escalate critical/highly critical communications to the internal QC and/or BKO team, and create EFM tickets to address operational bottlenecks promptly. 
• Knowledge Base & Content Optimization: Create and update FAQ materials for BPOs, and proactively suggest improvements or corrections for our Knowledge Base (KB), Help Center (HC), and site content. 
• Cross-Functional Trainer & Stakeholder Alignment: Collaborate with internal stakeholders to maintain best practices and coordinate directly with internal trainers regarding training material updates. 
• Quality Control & Calibration Leadership: Work closely with internal QC analysts on operational calibrations and participate in meetings between internal and external QC analysts to ensure alignment. 
• Continuous Improvement & Performance Review: Share operational improvement ideas with team management to boost performance, and systematically review the performance results of internal teams following the implementation of process changes . 

What you'll bring:

• 2–3 years in a BPO or contact center environment; iGaming experience is considered a plus;
• Proficiency in Swedish (C1+) and English; Swedish market experience is an advantage;
• Strong understanding of CS processes, KPIs, SLAs, and quality control;
• Solid numerical and data analysis skills; comfortable with MS Office Suite;
• Excellent communication skills, attention to detail, and a customer-first mindset;
• Willingness to travel occasionally for on-site stakeholder meetings.

Kaizen Gaming Perks

• 🕑 Hybrid way of working
• 🏃 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
• 👨‍👩‍👧‍👦 Family Support
• #LI-Hybrid
• #LI-DK1

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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.