13 дней назад
BPO Operations Specialist (iGaming)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
BPO Operations Specialist (iGaming): Managing BPO performance operations and customer-support quality across CSAT reporting, promoter and detractor analysis, escalations, and knowledge-base optimization with an accent on KPI tracking, quality control, and stakeholder coordination. Focus on identifying performance outliers, analyzing customer sentiment, leading operational calibrations, and implementing process improvements across internal and external teams.
Location: Athens, Greece; hybrid way of working with occasional travel for on-site stakeholder meetings
Company
operates the Betano GameTech platform across 20 markets with a team of more than 2,700 employees.
What you will do
- Update daily metrics, promoter analysis files, CSAT results, and weekly performance reports for agents, hubs, and teams.
- Support markets and BPO partners through live and on-site assistance, user chats or calls, and target-delivery follow-up.
- Track outlier performance, analyze promoter and detractor communications, identify negative trends, and provide feedback.
- Escalate critical communications, create EFM tickets, and address operational bottlenecks.
- Create and update BPO FAQs and suggest improvements to the Knowledge Base, Help Center, and site content.
- Coordinate with trainers and quality-control analysts on training updates, calibrations, stakeholder alignment, and continuous improvement.
Requirements
- 2–3 years of experience in a BPO or contact-center environment.
- Swedish at C1+ level and English proficiency are required.
- Experience with customer-support processes, KPIs, SLAs, and quality control.
- Strong numerical and data-analysis skills with proficiency in Microsoft Office.
- Excellent communication skills, attention to detail, and a customer-first mindset.
- Willingness to travel occasionally for on-site stakeholder meetings.
Nice to have
- iGaming experience.
- Experience with the Swedish market.
Culture & Benefits
- Hybrid working arrangement.
- Buddy support during onboarding.
- Competitive pay and bonus scheme.
- Developmental 360° feedback framework and continuous training.
- Family support, private health insurance, and a monthly meal allowance.
- Unlimited access to Udemy.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →