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 remote options, along with competitive pay, bonuses, private health insurance, and professional development opportunities. Travel may be required occasionally. The ideal candidate will have 4-5 years of experience in a BPO or contact center environment and proficiency in English and French.

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 & French

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
• 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