Kaizen Gaming: A Leader in GameTech We're a diverse team of over 2,700 Kaizeners from 40+ nationalities across 3 continents. Our mission is to provide the best experience for our millions of customers through cutting-edge technology. BPO Operations Manager Role This role is responsible for creating a productive and motivating work environment. - The successful candidate will collaborate with senior management to achieve divisional goals. - They will create strategic plans, set long-term and short-term goals, and implement new ideas as projects. - The BPO Operations Manager will monitor service providers and deliverables, allocate projects, and provide guidance when needed. - They will analyze and report on internal and outsourced operations using quantitative and qualitative metrics. Key Responsibilities The BPO Operations Manager will: - Maintain open communication with team leaders to ensure smooth operations. - Monitor performance and needs of direct reports and the department as a whole. - Recruit and manage talent within the department. - Collaborate with quality control teams to evaluate agent/department performance based on KPIs. - Work with internal teams to guarantee delivery according to key performance indicators. Requirements To be successful in this role, you will need: - At least 5 years of experience in a relevant customer service management position. - A strong passion for customer service, with a data-driven approach and ability to succeed in a dynamic environment. - Excellent organizational, communication, and interpersonal skills. - Self-motivation and autonomy in decision-making, with the ability to react quickly to incidents. - An excellent command of English (at least C1 level), both written and spoken. Additional Benefits We offer: - A monthly meal allowance. - - Unlimited access to Udemy and continuous training opportunities.