Job Description

Job Summary
Superbet is seeking a Senior Operations Analyst to oversee the monitoring and performance of our outsourced customer service teams. This role will focus on managing BPO partners, ensuring alignment with performance metrics, and driving operational excellence. You’ll be involved in developing macros, managing ticket queues in Zendesk, supporting critical incident decisions, and ensuring smooth daily operations. The ideal candidate will have experience in BPO management, strong decision-making abilities, and a proactive approach to managing customer service operations.

** This position is for work in Londrina (Paraná). **

We're looking for someone with:

• Bachelor’s degree in Business Administration, Management, or related fields.
• Previous experience managing BPOs for customer service is required.
• Advanced knowledge of Zendesk or similar customer service tools.
• Ability to make quick, effective decisions in high-pressure situations.
• Excellent communication skills and the ability to work collaboratively with cross-functional teams.
• Proactive with excellent multitasking skills and the ability to manage competing priorities. 

What you'll be doing:

• Monitor and analyze the performance of the outsourced BPO to ensure they meet established service metrics.
• Oversee operational activities, ensuring the delivery of agreed-upon results and generating periodic reports.
• Help manage and support ticket queues in Zendesk, ensuring efficient and timely responses.
• Provide decision-making support during critical incidents, ensuring fast resolution with internal support teams.
• Develop and implement macros and solutions for mass case resolutions.
• Guide and monitor the availability of agents, ensuring they are ready to handle customer demands.
• Direct quality assurance efforts to ensure customer satisfaction and compliance with Superbet standards.
• Analyze data and generate performance reports to identify areas of improvement and implement corrective actions.
• Audit customer service interactions and ensure that processes are followed by the BPO. 

Desirable Skills 

• Experience building macros and automations within customer service platforms.
• Proficiency in data analysis and performance reporting.
• Leadership skills, with experience guiding and supporting teams.