BPO Operations Specialist (Swedish Speaker)

As a BPO Operations Specialist, you'll be pivotal in supporting back-office functions to ensure an exceptional customer experience. Your responsibilities will include a range of critical tasks that are vital to the seamless operation of the business.

• Update daily metrics and promoter analysis files with the previous day's CSAT results and promoter communications to maintain real-time data accuracy.
• Compile weekly CSAT performance reports for agents and Hubs, and create comprehensive weekly team reports to provide visibility into operational trends.
• Support the market, provide live/on-site assistance to BPOs (travel required based on location), and handle live chats or calls with users for assistance when necessary.
• Take all necessary actions to ensure BPOs meet company targets, while tracking outlier performance and providing critical feedback on negative trends.
• Analyze promoter and detractor communications to assess controllability and criticality, while identifying key trends and opportunities for improvement.
• Escalate critical/highly critical communications to the internal QC and/or BKO team, and create EFM tickets to address operational bottlenecks promptly.
• Create and update FAQ materials for BPOs, and proactively suggest improvements or corrections for our Knowledge Base (KB), Help Center (HC), and site content.
• Collaborate with internal stakeholders to maintain best practices and coordinate directly with internal trainers regarding training material updates.
• Work closely with internal QC analysts on operational calibrations and participate in meetings between internal and external QC analysts to ensure alignment.
• Share operational improvement ideas with team management to boost performance, and systematically review the performance results of internal teams following the implementation of process changes.

• 2–3 years in a BPO or contact center environment; iGaming experience is considered a plus
• Proficiency in Swedish (C1+) and English
• Swedish market experience is an advantage
• Strong understanding of CS processes, KPIs, SLAs, and quality control
• Solid numerical and data analysis skills; comfortable with MS Office Suite
• Excellent communication skills, attention to detail, and a customer-first mindset
• Willingness to travel occasionally for on-site stakeholder meetings

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