Customer Service Team Leader

Join to apply for the Customer Service Team Leader role at Kaizen Gaming

Join to apply for the Customer Service Team Leader role at Kaizen Gaming

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 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?
About the role
This professional is responsible for managing BPO relationships caring on a daily basis about key core KPIs, customer satisfaction, staffing delivery, and overall conduction of daily checkpoints and weekly reviews. This role is the #1 player in driving operational improvements that will move the needle in core operations and customer-facing KPIs, so a lot of initiative and can-do attitude needs to be in place. Furthermore, you can expect constant interaction with neighboring teams both from Brazil and Greece on supporting functions that are vital to healthy operations.
What you will bring

• 3-5 years of experience managing BPO operations focused on Support / Continuous improvement / Vendor management.
• Fluency in English.
• Proven experience managing BPOs working in fast pacing tech companies.
• Bachelor's degree on Business or related fields
• Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk).
• Ability to analyze data and generate customer insights.
• Problem-solving skills with a proactive, customer-first mindset.
• Project management skills.
• Stakeholder management
• BPO management
• Problem solving and facilitation
• Process review and driving of efficiency
• Experience in fast paced work environments
  

Responsibilities

• Ensure smooth operations by developing, tracking, and executing action plans in collaboration with our BPO partners and internal stakeholders.
• Conduct key operational improvements in partnership with the BPOs making sure the new processes are adopted.
• Daily checkpoints with 300hc+ BPOs to discuss action plans and track efficiency of these plans.
• Meetings with internal stakeholders to discuss adjustments and broader projects aimed at impacting core KPIs.
• Driving dedicated ops listening to catch improvement opportunities through hearing inputs from agents and staff on the floor.
• Track operational performance in both intraday and broader timelines to surface trends and inefficiencies..
• Collaborate with internal teams, both national and international (Sales, Product, and Support) to resolve customer issues and enhance user experience.
• Delivering increase in key core KPIs such as customer satisfaction and SLA;
• Driving process adoption in the BPOs making sure they stick to the aligned plan on all levels;
• Foster and drive an environment of continuous improvement in the processes.
  

Kaizen Gaming Perks

• Hybrid way of working - 3 office x 2 home
• Competitive pay and bonus scheme
• ️ Private health and dental insurance for you and your family
• Life Insurance
• Monthly meal allowance
• ️ Multi sports card
• Commuting Allowance
• Developmental 360° feedback framework
• Unlimited access to Udemy & continuous training
• A buddy will support you with your onboarding
  

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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.
Seniority level

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

• Industries Advertising Services, Media Production, and Online Audio and Video Media

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