BPO Operations Expert Advisor

19 hours ago

Manila, National Capital Region, Philippines Kaizen Gaming Full time $60,000 - $80,000 per year

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 Expert Advisor supports the day-to-day performance of external customer service vendors, ensuring SLAs, KPIs, and quality standards are consistently met. The role acts as the operational bridge between Betano and partners, driving continuous improvement, aligning processes, and enhancing customer experience across multiple markets.

As a BPO Operations Expert Advisor, you will:
  • Monitor and manage BPO vendor performance (SLAs, quality, compliance);
  • Align processes and share best practices across regions and vendors;
  • Drive performance improvements and support vendor calibration;
  • Contribute to the training and development of the agents.

What you'll bring:

  • 3–5 years experience in BPO/vendor operations or contact center management;
  • Bachelor's degree in Business, Operations, or related field is a plus, not mandatory;
  • Strong analytical and communication skills;
  • Fluent in English (C1 ) and Filipino, additional languages are a plus;
  • Experience in betting/gaming or highly regulated, customer-facing industries;
  • People management, stakeholder and performance management experience is a must;
  • Deep understanding of contact center metrics and performance levers;
  • Experience managing BPOs or outsourcing relationships;
  • Strong communication and problem-solving skills;
  • Data-driven decision-making mindset.

Kaizen Gaming Perks

  • Hybrid way of working
  • A buddy will support you with your onboarding
  • Competitive pay and bonus scheme
  • Developmental 360° feedback framework
  • Unlimited access to Udemy & continuous training
  • #LI-Hybrid
  • #LI-DK1

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.

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