BPO Operations Specialist (Swedish Speaker)
Core
Support back-office functions and BPO operations to ensure exceptional customer experience and operational excellence for Betano's millions of customers.
Role type
BPO Operations Specialist (Swedish Speaker)
Builds
Daily metric & promoter analysis files, weekly CSAT performance reports, operational improvement initiatives, and knowledge base content.
Domain
iGaming / GameTech / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Swedish (C1+), English, CSAT analysis, KPI/SLA management, data analysis, MS Office Suite, stakeholder alignment, quality control calibration
Preferred skills
iGaming experience, Swedish market experience
Technologies
MS Office Suite
Responsibilities
Update daily metrics and promoter analysis files with CSAT results; Compile weekly CSAT performance reports for agents and Hubs; Support markets with live/on-site assistance and handle live chats/calls; Track BPO target delivery and manage outlier performance; Analyze promoter/detractor communications for sentiment and trends; Escalate critical communications and create EFM tickets; Create and update FAQ materials and Knowledge Base content; Collaborate with internal trainers on material updates; Lead operational calibrations with internal QC analysts; Share improvement ideas and review team performance results.
Seniority
Mid-level, hands-on IC