BPO Operations Expert Advisor

3 Months ago • 3-5 Years

Operations

Job Description

Kaizen Gaming, powering Betano, is a major GameTech company operating in 19 markets. We leverage cutting-edge technology to provide the best experience to millions of customers. The BPO Operations Expert Advisor role focuses on supporting the day-to-day performance of external customer service vendors, ensuring adherence to SLAs, KPIs, and quality standards. This position serves as the operational link between Betano and its partners, driving continuous improvement, aligning processes, and enhancing customer experience across various markets.

Good To Have:

Bachelor's degree in Business, Operations, or related field
Experience in betting/gaming or regulated industries
Filipino language proficiency
Additional languages

Must Have:

Monitor and manage BPO vendor performance
Align processes and share best practices
Drive performance improvements
Experience in BPO/vendor operations or contact center management
People management experience
Stakeholder management experience
Performance management experience
Deep understanding of contact center metrics
Experience managing BPOs or outsourcing relationships
Strong communication skills
Problem-solving skills
Data-driven decision-making mindset
Fluent in English (C1+)

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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.