Let's start with the role

This professional is responsible for managing BPO relationships caring on a daily basis about key core KPIs such as customer satisfaction, staffing delivery, and overall conduction of daily checkpoints and weekly reviews. This role is the #1 player in driving operational improvements that will move the needle in core operations and customer-facing KPIs, so a lot of initiative and can-do attitude needs to be in place. Furthermore, you can expect constant interaction with neighboring teams both from Brazil and Greece on supporting functions that are vital to healthy operations.

As a CS Supervisor you will:

• Ensure smooth operations by developing, tracking, and executing action plans in collaboration with our BPO partners and internal stakeholders.
• Conduct key operational improvements in partnership with the BPOs, making sure the new processes are adopted.
• Hold daily checkpoints with 300hc+ BPOs to discuss action plans and track the efficiency of these plans.
• Lead meetings with internal stakeholders to discuss adjustments and broader projects aimed at impacting core KPIs.
• Drive dedicated ops listening sessions to identify improvement opportunities based on feedback from agents and staff on the floor.
• Track operational performance in both intraday and broader timelines to surface trends and inefficiencies.
• Collaborate with internal teams, both national and international (Sales, Product, and Support) to resolve customer issues and enhance user experience.

What you will bring:

• 4-6 years of experience managing BPO operations focused on Support / Continuous improvement / Vendor management.
• Fluency in English.
• Proven experience managing BPOs working in fast pacing tech companies.
• Bachelor's degree on Business or related fields
• Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk).
• Ability to analyze data and generate customer insights.
• Problem-solving skills with a proactive, customer-first mindset.
• Project management skills.

Kaizen Gaming Perks

• 🕑 Hybrid way of working - 3 office x 2 home
• 💰 Competitive pay and bonus scheme
• 🧬 Life Insurance
• 👩‍⚕️ Private health and dental insurance for you and your family
• 🏋️ Multi sports card
• 🍔 Monthly Meal Allowance 
• 🚌 Commuting Allowance
• 👨‍👩‍👧 Family Support
• ⭐ Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• 👫 A buddy will support you with your onboarding
• #LI-Hybrid
• #LI-NK1