BPO Operations Specialist (Swedish Speaker)
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.
- Update daily metrics and promoter analysis files with the previous day's CSAT results and promoter communications to maintain real-time data accuracy.
- Compile weekly CSAT performance reports for agents and Hubs, and create comprehensive weekly team reports to provide visibility into operational trends.
- 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.
- Take all necessary actions to ensure BPOs meet company targets, while tracking outlier performance and providing critical feedback on negative trends.
- Analyze promoter and detractor communications to assess controllability and criticality, while identifying key trends and opportunities for improvement.
- Escalate critical/highly critical communications to the internal QC and/or BKO team, and create EFM tickets to address operational bottlenecks promptly.
- Create and update FAQ materials for BPOs, and proactively suggest improvements or corrections for our Knowledge Base (KB), Help Center (HC), and site content.
- Collaborate with internal stakeholders to maintain best practices and coordinate directly with internal trainers regarding training material updates.
- Work closely with internal QC analysts on operational calibrations and participate in meetings between internal and external QC analysts to ensure alignment.
- 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.
- 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
- A buddy will support you with your onboarding
- Competitive pay & bonus scheme
- Developmental 360° feedback framework
- Family Support
- Hybrid way of working
- Private Health Insurance
- Unlimited access to Udemy & continuous training
Kaizen Gaming is one of Europe's fastest-growing GameTech companies, operating the Betano and Stoiximan sports-betting and online-casino brands. Founded in 2013 and headquartered in Athens, Greece, with a major operational hub in Malta, it serves more than 13 million customers across 19 markets in Europe, the Americas and Africa. The company builds its own technology, combining sportsbook, live betting and casino products. Its flagship Betano brand has grown internationally through sponsorships including UEFA competitions and major football clubs.