{"id":2098123,"url":"https://alion.io/job/kaizen-gaming-bpo-operations-manager","title":"BPO Operations Manager","company":{"id":5277,"name":"Kaizen Gaming","domain":"kaizengaming.com","url":"https://alion.io/company/kaizen-gaming","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":17,"ghost_share":0.118,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":81,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":27000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2874},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-08T14:57:56Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-11-02T12:24:31Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":24},"description":"We are Kaizen Gaming\nKaizen 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.\nWe are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. \nOur #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?\nLet's start with the role:\nThe 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. \nThe 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. \nKey Responsibilities \nOwn the performance and output quality of Leads and Specialists, aligning team goals with objectives defined by senior management;\nEnsure the team operates with the appropriate structure, resource allocation and schedule coverage;\nValidate that team outputs (QA reviews, alerts, analysis, initiatives) generate measurable impact on KPIs, driving corrective actions when needed;\nDefine 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;\nProvide 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;\nAct 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);\nAlign with peer Managers on initiatives that can scale across markets and share best practices;\nEscalate 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);\nActively 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;\nIdentify, together with Leads, structural and high-impact issues affecting performance and customer experience, and elevate them;\nBuild and follow up on forward-looking plans that align initiatives, risks and opportunities with expected KPI outcomes; \nBalance short-term actions (real-time fixes) with mid- and long-term structural improvements;\nPartner with WFM in planning and before execution to improve forecast accuracy, including business continuity planning. \nWhat you will bring:\nStrong Customer Service experience, with 3-5 years of experience in Customer Service operations; \nProven leadership experience, with the ability to lead teams, drive performance, and manage people effectively; BPO experience is preferred; \nStrong Excel, data analysis, and analytical skills, with the ability to translate data into actionable insights; \nGood knowledge and practical experience with CRM tools; \nStrategic and analytical thinking, and sound decision-making;\nAbility to prioritize and drive focus based on business impact;\nStrong ownership and accountability for results;\nAbility to structure and optimize operational models;\nStakeholder management and cross-functional collaboration; \nProblem-solving and continuous improvement mindset;\nProactive mindset and strong communication, including presenting data-driven insights to senior stakeholders;\nDemonstrated 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.\nKaizen Gaming Perks\n A buddy will support you with your onboarding\n Hybrid way of working\n Competitive pay & bonus scheme\n⭐Developmental 360° feedback framework\n Unlimited access to Udemy & continuous training\n#LI-Hybrid\n#LI-DG1\nRecruitment Privacy Notice \nRegarding the data you share with us, you may find and read our recruitment privacy notice here.\nWe 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.","description_format":"text","description_chars":5159,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sports Betting","iGaming & Gambling"],"lifecycle":[{"event":"open","at":"2026-10-08T17:29:59Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":24,"expected_fill_days":81,"reasons":["conf:2","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/kaizen-gaming-bpo-operations-manager","json_url":"https://alion.io/job/kaizen-gaming-bpo-operations-manager.json","meta":{"generated_at":"2026-11-02T13:14:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17977,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5277},"rest":"https://alion.io/mcp/rest/get_company?id=5277"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkaizen-gaming-bpo-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkaizen-gaming-bpo-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkaizen-gaming-bpo-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kaizen-gaming-bpo-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkaizen-gaming-bpo-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2098123}},{"tool":"search_jobs","arguments":{"company":"kaizengaming.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2098123},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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