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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
This professional is responsible for managing BPO relationships caring on a daily basis about key core KPIs such as 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.
As a CS Supervisor you will:
- 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.
- Hold daily checkpoints with 300hc+ BPOs to discuss action plans and track the efficiency of these plans.
- Lead meetings with internal stakeholders to discuss adjustments and broader projects aimed at impacting core KPIs.
- Drive dedicated ops listening sessions to identify improvement opportunities based on feedback 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.
What you will bring:
- 4-6 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.
