BPO Operations Manager

Kaizen Gaming; Manila; Hybrid; PHP 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Buddy onboarding

Hybrid work

Competitive pay & bonus scheme

360° feedback framework

Udemy access

Job summary

Kaizen Gaming in Manila, Philippines, seeks an experienced BPO Operations Manager to own Customer Service performance, scale operations, and drive KPI improvements. You will monitor, strategize, and escalate across internal teams and BPO partners, ensuring processes enable high-quality service and growth.

You will lead Leads and Specialists, optimize structure and scheduling, and collaborate with WFM, QA, Training, and Backoffice to close gaps and deliver measurable results.

Qualifications

• 3–5 years of experience in Customer Service operations.
• Proven leadership and people-management skills; BPO experience preferred.
• Strong Excel, data analysis, and ability to translate data into insights.

Responsibilities

• Own the performance and output quality of Leads and Specialists, aligning team goals with senior management.
• Ensure the team has the right structure, resources, and schedule coverage.
• Validate outputs (QA reviews, alerts, analyses) with measurable KPI impact and take corrective actions.
• Define and monitor development plans and performance initiatives, including PIPs.
• Provide regular feedback to Leads and Specialists to drive performance and fair culture.
• Collaborate with Backoffice, QA/QC, Training, Content, and other internal teams to address gaps.
• Escalate issues to Head of Ops with proposed solutions when needed.
• Partner with WFM to improve forecast accuracy and business continuity planning.

Skills

Customer Service Leadership

People Management

Data Analysis

Strategic Thinking

Stakeholder Management

AI Tools Proficiency

Tools

Excel

CRM Tools

Job description

Job Description:

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?

Lets 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 business impact;
• Strong ownership and accountability for results;
• Ability to structure and optimize operational models;
• Stakeholder management and cross-functional collaboration;
• Problem-solving and continuous improvement mindset;
• Proactive mindset and strong communication, including presenting data-driven insights to senior stakeholders;
• Demonstrated AI-first mindset, actively leveraging AI tools and assistants to improve productivity, problem-solving and decision-making. Continuously exploring new AI capabilities and championing their practical adoption within teams, using AI as an integral part of day-to-day work rather than a supplementary tool.

Kaizen Gaming Perks

• A buddy will support you with your onboarding
• Hybrid way of working
• Competitive pay & bonus scheme
• Developmental 360° feedback framework
• Unlimited access to Udemy & continuous training

#LI-Hybrid

#LI-DG1

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