Customer Service Team Leader

Kaizen Gaming

São Paulo

Híbrido

BRL 133 920 - 200 880

Tempo integral

14 dias+

Gerador de candidaturas

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Vantagens oferecidas por esta oferta de emprego

Hybrid way of working - 3 office x 2 home

Competitive pay and bonus scheme

Private health and dental insurance

Life Insurance

Monthly meal allowance

Multi sports card

Commuting Allowance

Unlimited access to Udemy & continuous training

Resumo da oferta

A leading GameTech company in São Paulo seeks a Customer Service Team Leader to manage BPO operations and enhance customer satisfaction. This role involves daily interactions with BPOs to ensure smooth operations, focusing on key KPIs. Candidates should bring 3-5 years of BPO management experience and fluency in English. The company offers a hybrid work model and numerous benefits, including private health insurance and competitive pay.

Qualificações

3-5 years of experience in managing BPO operations focused on Support.
Experience in fast-paced tech companies is essential.
Proactive, customer-first mindset required.

Responsabilidades

Ensure smooth operations with BPO partners.
Conduct operational improvements with BPOs.
Daily checkpoints to discuss action plans.

Conhecimentos

BPO operations management

Fluency in English

Data analysis

Problem-solving

Project management

Stakeholder management

Formação académica

Bachelor's degree in Business or related fields

Ferramentas

Salesforce

HubSpot

Zendesk

Descrição da oferta de emprego

Join to apply for the Customer Service Team Leader role at Kaizen Gaming

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 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?

About the role

This professional is responsible for managing BPO relationships caring on a daily basis about key core KPIs, 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.

What you will bring

3-5 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.
Stakeholder management
BPO management
Problem solving and facilitation
Process review and driving of efficiency
Experience in fast paced work environments

Responsibilities

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.
Daily checkpoints with 300hc+ BPOs to discuss action plans and track efficiency of these plans.
Meetings with internal stakeholders to discuss adjustments and broader projects aimed at impacting core KPIs.
Driving dedicated ops listening to catch improvement opportunities through hearing inputs 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.
Delivering increase in key core KPIs such as customer satisfaction and SLA;
Driving process adoption in the BPOs making sure they stick to the aligned plan on all levels;
Foster and drive an environment of continuous improvement in the processes.

Kaizen Gaming Perks

Hybrid way of working - 3 office x 2 home
Competitive pay and bonus scheme
️ Private health and dental insurance for you and your family
Life Insurance
Monthly meal allowance
️ Multi sports card
Commuting Allowance
Developmental 360° feedback framework
Unlimited access to Udemy & continuous training
A buddy will support you with your onboarding

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

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