Strategic Operations Manager
hace 2 días
We are Kaizen Gaming, a pioneering GameTech company operating in 17 global markets. Our mission is to leverage cutting-edge technology and provide unparalleled customer experiences for our millions of customers worldwide.
About UsWe are a diverse team of over 2,700 professionals from 40+ nationalities spanning three continents. Our #oneteam is proud to be recognized as one of the Best Workplaces in Europe and certified Great Place to Work across our offices.
The RoleAs a CS Manager, you will be responsible for creating a productive and motivating work environment. You will follow and implement the general strategy within the Team, focusing on people development, team morale, and performance, as well as the overall operation and function of the department.
Key Responsibilities- Collaborate with senior leaders to achieve divisional goals.
- Develop strategic plans, set objectives, and turn ideas into projects.
- Monitor BPO providers and deliverables.
- Allocate projects, track progress, and provide guidance.
- Analyze and report on quantitative and qualitative metrics.
- Collaborate with supervisor and team leaders to ensure smooth operations.
- Monitor performance and needs of direct reports and overall department performance.
- Responsible for recruiting needs and processes.
- Collaborate with QC team on qualitative reports.
- Stay updated on customer service trends, tools, and practices.
- At least 5 years of experience in customer service management.
- Knowledge of Lean Six Sigma Methodology is desirable.
- Passion for Customer Service, data-driven approach, and ability to succeed in a dynamic environment.
- Excellent organizational, communication, and interpersonal skills.
- Self-motivated, autonomy in decision making, quick reaction to incidents.
- Excellent command of the English language.
- Available to travel for face-to-face meetings and visits.
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