BPO Operations Manager

We are Kaizen Gaming Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 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 Manager owns overall Customer Service performance, ensuring consistent quality, strong execution, and delivery against business expectations. They monitor performance and impact, develop strategies, and intervene where results, quality, or execution fall below standards, while also serving as the second level of escalation across internal stakeholders, departments, BPO partners, and the internal BPO-facing team. The role ensures that processes, structures, and ways of working enable the team to operate effectively, scale, and continuously improve. They turn team insights into clear, prioritized actions that drive measurable results across key Customer Service KPIs. Key Responsibilities Own the performance and output quality of Leads and Specialists, aligning team goals with objectives defined by senior management; Ensure the team operates with the appropriate structure, resource allocation and schedule coverage; Validate that team outputs (QA reviews, alerts, analysis, initiatives) generate measurable impact on KPIs, driving corrective actions when needed; Define and follow up on development plans and performance initiatives, ensuring clear understanding of gaps, measurable improvements, and proper documentation, including management of PIPs aligned with company standards; Provide regular, impactful feedback and development to Leads and Specialists that drives behavior change and performance improvement, fostering a healthy, fair and consistent team culture and strong engagement; Act as the second level of escalation for BPO performance issues and ensure resolution of operational blockers across key customer journeys (e.g., payments, KYC, MyAccount); Align with peer Managers on initiatives that can scale across markets and share best practices; Escalate to the Head of Ops, in a structured way and with a proposed solution, risks and blockers that cannot be resolved at market or peer level (sustained KPI risks, cross-functional blockers, structural gaps in processes, policies and tools, repeated BPO underperformance, resource limitations); Actively collaborate and exchange best practices, insights and initiatives with the Backoffice team, QA/QC, Training, Content and other internal teams to address gaps in quality, knowledge and processes; Identify, together with Leads, structural and high-impact issues affecting performance and customer experience, and elevate them; Build and follow up on forward-looking plans that align initiatives, risks and opportunities with expected KPI outcomes; Balance short-term actions (real-time fixes) with mid- and long-term structural improvements; Partner with WFM in planning and before execution to improve forecast accuracy, including business continuity planning. What you will bring: Strong Customer Service experience, with 3–5 years of experience in Customer Service operations; Proven leadership experience, with the ability to lead teams, drive performance, and manage people effectively; BPO experience is preferred; Strong Excel, data analysis, and analytical skills, with the ability to translate data into actionable insights; Good knowledge and practical experience with CRM tools; Strategic and analytical thinking, and sound decision-making; Ability to prioritize and drive focus based on bu