Job summary 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 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 BPO Operations Manager is responsible for providing a productive and motivating working environment They follow and implement the general strategy within the Team leading and focusing on people development team morale and performance and the overall operation and function of the department As a BPO Operations Manager you will - Collaborate with the Senior Manager/Head in accomplishing the overall goals of the division - Create strategic plans set long-term medium-term and short-term goals and turn new ideas into projects - Monitor BPO providers and deliverables - Allocate projects and monitor progress provide advice and assist when needed - Analyze evaluate and report on the overall results of the internal and outsourced operations quantitative and qualitative metrics - Collaborate with team leaders to ensure the smooth internal and external operations - Monitor performance and needs of direct reports and overall performance of the department - Be responsible for recruiting needs and processes - Collaborate with the QC team in regards of the qualitative reports agents/department evolution according to the KPIs - Collaborate with internal teams such as Back Office WFM Training among other internal teams to guarantee delivery according to the KPIs - Be updated regarding the customer service trends tools and practices What you'll bring - At least 5 years of experience in a relevant position in customer service management - Knowledge of Lean Six Sigma Methodology is desirable - Passion about customer service with a data-driven approach and the ability to succeed in a dynamic environment - Excellent organizational communication and interpersonal skills - Self-motivation autonomy in decision making quick reaction to sudden incidents efficiency flexibility - Excellent command of the English language at least C1 level both written and spoken - Availability to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or third parties Kaizen Gaming Perks - 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 Recruitment Privacy Notice Regarding the data you share with us you may find and read our recruitment privacy notice here 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 Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora