It’s an exciting time to join Superbet, we’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
Job Summary
Superbet is seeking a Senior Customer Engagement Operations Analyst to oversee the monitoring and performance of our outsourced customer service teams. This role will focus on managing BPO partners, ensuring alignment with performance metrics, and driving operational excellence. You’ll be involved in developing macros, managing ticket queues in Zendesk, supporting critical incident decisions, and ensuring smooth daily operations. The ideal candidate will have experience in BPO management, strong decision-making abilities, and a proactive approach to managing customer service operations.
We're looking for someone with:
- Bachelor’s degree in Business Administration, Management, or related fields.
- Previous experience managing BPOs for customer service is required.
- Advanced knowledge of Zendesk or similar customer service tools.
- Ability to make quick, effective decisions in high-pressure situations.
- Excellent communication skills and the ability to work collaboratively with cross-functional teams.
- Proactive with excellent multitasking skills and the ability to manage competing priorities.
What you'll be doing:
- Monitor and analyze the performance of the outsourced BPO to ensure they meet established service metrics.
- Oversee operational activities, ensuring the delivery of agreed-upon results and generating periodic reports.
- Help manage and support ticket queues in Zendesk, ensuring efficient and timely responses.
- Provide decision-making support during critical incidents, ensuring fast resolution with internal support teams.
- Develop and implement macros and solutions for mass case resolutions.
- Guide and monitor the availability of agents, ensuring they are ready to handle customer demands.
- Direct quality assurance efforts to ensure customer satisfaction and compliance with Superbet standards.
- Analyze data and generate performance reports to identify areas of improvement and implement corrective actions.
- Audit customer service interactions and ensure that processes are followed by the BPO.
Desirable Skills
- Experience building macros and automations within customer service platforms.
- Proficiency in data analysis and performance reporting.
- Leadership skills, with experience guiding and supporting teams.
About us:
Superbet is a tech & entertainment company founded in 2008, with the mission of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world.
The Group is present in 12 countries, in terms of operations or tech hubs, with the most important markets being Romania, Poland, Belgium, Serbia and Brazil.
In 2019, Superbet received €175 million strategic investment from Blackstone Inc., the world's largest private equity fund, to drive business growth and scalability.
As leaders in compliance and best practices, Superbet Group is member of the International Betting Integrity Association (IBIA) and the only company which has won four times the Best Sports Betting Operator in CEE award at the Central and Eastern European Gaming Conference (CEEGC).
