Senior BPO Operations Specialist

Summary

Join Kaizen Gaming as a Senior BPO Operations Specialist and play a key role in overseeing daily operations, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met, and delivering exceptional customer experiences. You will serve as a liaison between clients, teams, and management, handling escalations, monitoring performance, and driving process improvements. This role requires strong analytical skills, excellent communication, and a customer-centric approach. The position offers a hybrid work model and various benefits, including competitive pay, bonuses, private health insurance, and professional development opportunities. You will be responsible for updating daily and weekly performance metrics, analyzing customer communications, escalating critical issues, providing support to BPOs, and suggesting operational improvements. The ideal candidate will have 4-5 years of experience in a BPO or contact center environment and proficiency in English and Flemish.

Requirements

• 4-5 years of experience in a BPO or contact center environment
• Strong understanding of all CS processes and functionalities
• Strong numerical skills with high exposure to numbers and ability to understand and track CS related KPIs
• Hands-on experience in process optimization, quality control, and adherence to SLAs (Service Level Agreements)
• Excellent Communication skills, both verbal and written
• A Customer-Centric Approach and attention to detail
• Willingness to travel as the role may require occasional face-to-face meetings with Stakeholders
• Proficiency in English & Flemish

Responsibilities

• Update the daily metrics file with the previous day's CSAT results
• Update the promoters' analysis file with the previous day’s Promoters communications
• Update the files for the weekly CSAT performance of the agents and the Hubs
• Create the team’s weekly report
• Analyse the promoter communications to assess controllability and criticality
• Ensure BPOs meet companies targets by taking all necessary actions
• Analyse the detractor communications to identify trends and opportunities for improvement
• Escalate the critical/highly critical communications to the internal QC and/or BKO team
• Provide Live Support to BPOs through our operational channels
• Offer on-site Support to BPOs (travelling may be required based on BPO location)
• Keep track of the Outlier’s Performance and provide feedback on negative trends
• Create and update FAQ materials for BPOs to ensure easy access to information
• Suggest improvements or corrections for our knowledge base (KB), Help Center (HC) and site content
• Create EFM tickets to address bottlenecks in our operations
• Share operational improvement ideas with team management to boost performance
• Communicate with internal stakeholders to ensure best practices are maintained
• Calibrate with internal QC analysts on operational processes and procedures
• Coordinate with internal Trainers about Training material
• Participate in calibration meetings between our internal and the external QC analysts
• Review the performance results of the internal teams, after process changes are implemented

Benefits

• Hybrid way of working & remote options
• A buddy will support you with your onboarding
• Competitive pay and bonus scheme
• Private health insurance for you and your family
• Monthly meal allowance
• Developmental 360° feedback framework
• Unlimited access to Udemy & continuous training