BPO Operations Manager
Core
Own overall Customer Service performance, ensuring consistent quality, strong execution, and delivery against business expectations for a GameTech company.
Role type
Senior BPO Operations Manager
Builds
Customer service operations and performance for millions of customers across 20 markets
Domain
GameTech / Customer Service Operations
Required skills
Customer Service operations leadership, data analysis, CRM tools, strategic thinking, stakeholder management, problem-solving, AI-first mindset
Preferred skills
BPO experience, WFM planning collaboration
Technologies
CRM tools, Excel, AI tools
Responsibilities
Monitor performance and impact, develop strategies, intervene where results fall below standards, serve as second level of escalation, ensure processes enable team scaling, define development plans, provide feedback, align with peer managers, collaborate with Backoffice/QA/Training, identify structural issues, balance short-term fixes with long-term improvements, partner with WFM for forecasting
Seniority
Senior, hands-on IC
