BPO Operations Specialist (Swedish Speaker)

Let's Start with the Role

As a BPO Operations Specialist, you'll be pivotal in supporting back-office functions to ensure an exceptional customer experience. Your responsibilities will include a range of critical tasks that are vital to the seamless operation of the business.

• Daily Metric & Promoter Analysis Management: Update daily metrics and promoter analysis files with the previous day's CSAT results and promoter communications to maintain real-time data accuracy. 
• Performance Reporting & Tracking: Compile weekly CSAT performance reports for agents and Hubs, and create comprehensive weekly team reports  to provide visibility into operational trends. 
• Strategic Market, BPO & User Support: Support the market, provide live/on-site assistance to BPOs (travel required based on location), and handle live chats or calls with users for assistance when necessary. 
• BPO Target Delivery & Outlier Management: Take all necessary actions to ensure BPOs meet company targets, while tracking outlier performance and providing critical feedback on negative trends. 
• Advanced Communication & Sentiment Analysis: Analyze promoter and detractor communications to assess controllability and criticality, while identifying key trends and opportunities for improvement. 
• Critical Escalations & Ticket Management: Escalate critical/highly critical communications to the internal QC and/or BKO team, and create EFM tickets to address operational bottlenecks promptly. 
• Knowledge Base & Content Optimization: Create and update FAQ materials for BPOs, and proactively suggest improvements or corrections for our Knowledge Base (KB), Help Center (HC), and site content. 
• Cross-Functional Trainer & Stakeholder Alignment: Collaborate with internal stakeholders to maintain best practices and coordinate directly with internal trainers regarding training material updates. 
• Quality Control & Calibration Leadership: Work closely with internal QC analysts on operational calibrations and participate in meetings between internal and external QC analysts to ensure alignment. 
• Continuous Improvement & Performance Review: Share operational improvement ideas with team management to boost performance, and systematically review the performance results of internal teams following the implementation of process changes . 

What you'll bring:

• 2–3 years in a BPO or contact center environment; iGaming experience is considered a plus;
• Proficiency in Swedish (C1+) and English; Swedish market experience is an advantage;
• Strong understanding of CS processes, KPIs, SLAs, and quality control;
• Solid numerical and data analysis skills; comfortable with MS Office Suite;
• Excellent communication skills, attention to detail, and a customer-first mindset;
• Willingness to travel occasionally for on-site stakeholder meetings.