BPO Operations Expert Advisor
Job Summary
Job Description
- 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+)
- Bachelor's degree in Business, Operations, or related field
- Experience in betting/gaming or regulated industries
- Filipino language proficiency
- Additional languages
2 skills required
Job Details
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.
- 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.
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About The Company
Kaizen Gaming is one of the biggest and fastest growing GameTech companies in the world. With a focus on Technology and People we aim to continually improve our products and services to provide the best and most trusted online gaming experience to our customers around the world.
We operate two brands in 13 countries: Betano (Portugal, Romania, Germany, Brazil, Bulgaria, Czech Republic, Chile, Peru, Ecuador, Canada-Ontario, Nigeria) and Stoiximan (Greece, Cyprus), and employ more than 2,200 people across three continents. Obsessed with our customers, we use technology and data to constantly push the boundaries of online gaming entertainment.
Why work with us
💻Tech the Ride | Our Adventure
We have made it our quest to shape and influence the GameTech industry globally. We Kaizeners move fast and make things happen: we imagine, develop and build with no
limitations. Working here means getting the freedom to explore as you help us create the technology that powers entertainment.
😎Pick #oneteam | Our Culture
We each have a role to play in building a company culture we can all trust. We Kaizeners are open, direct and respectful; we support each other to reach our goals as
#oneteam. Working here means facing challenges that inspire the team to be on its A-game to get the job done.
☝ Level up | Our Growth
We know our hard work will take us places. We Kaizeners get plenty of opportunities to supercharge our potential as the company grows, overcoming challenges with the support of our colleagues. Working here means continually finding new boundaries to push and new career horizons to reach.
Press Play on Potential!
Join our #oneteam
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