BPO OPERATIONS MANAGER - GE839

At kaizen gaming group, we strive to deliver exceptional experiences for our millions of customers across 19 markets. our team of over 2,700 talented individuals from 40+ nationalities fosters a diverse and inclusive workplace. we are proud to be among the best workplaces in europe and certified great place to work across our offices. this role offers an exciting opportunity to make a meaningful impact within our organization. bpo operations manager role the bpo operations manager plays a pivotal role in providing a productive and motivating work environment. key responsibilities include: - collaborating with senior management to achieve divisional goals; - developing strategic plans, setting long-term, medium-term, and short-term objectives; - maintaining relationships with bpo providers and monitoring deliverables; - allocating projects, tracking progress, and providing guidance as needed; - analyzing and reporting on internal and outsourced operations results (quantitative and qualitative metrics); - working closely with team leaders to ensure seamless internal and external operations; - monitoring performance and needs of direct reports and department overall performance; - managing recruitment processes and requirements; - collaborating with the quality control team regarding qualitative reports (agents/department evolution according to kpis); - engaging with internal teams such as back office, workforce management, training, and others to ensure delivery according to kpis; - staying up-to-date with customer service trends, tools, and best practices. to succeed in...