Let’s start with the role

The BPO Operations Expert Advisor supports the day-to-day performance of external customer service vendors, ensuring SLAs, KPIs, and quality standards are consistently met. The role acts as the operational bridge between Betano and partners, driving continuous improvement, aligning processes, and enhancing customer experience across multiple markets.

• Monitor and manage BPO vendor performance (SLAs, quality, compliance);
• Align processes and share best practices across regions and vendors;
• Drive performance improvements and support vendor calibration;
• Contribute to the training and development of the agents.

What you’ll bring:

• 3–5 years experience in BPO/vendor operations or contact center management;
• Bachelor’s degree in Business, Operations, or related field is a plus, not mandatory;
• Strong analytical and communication skills;
• Fluent in English (C1+) and Filipino, additional languages are a plus;
• Experience in betting/gaming or highly regulated, customer-facing industries;
• People management, stakeholder and performance management experience is a must;
• Deep understanding of contact center metrics and performance levers;
• Experience managing BPOs or outsourcing relationships;
• Strong communication and problem-solving skills;
• Data-driven decision-making mindset.

Kaizen Gaming Perks

• 🕑 Hybrid way of working
• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• #LI-Hybrid
• #LI-DK1