Novibet
Gambling & Casinos
OperationalExcellenceSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Operational Excellence Specialist at Novibet. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, customer experience. enhancing our operational efficiency. elevating the customer experience”
What You'll Achieve.
enhancing our operational efficiency; elevating the customer experience; drive targeted improvements focused on customer experience, process efficiency, and cross-team collaboration; ultimately ensuring performance, quality and growth; accurately measure their success
Industry & Context.
ability to read behind the numbers; investigate root causes; perform detailed root cause analysis
What They're Looking For.
Must Have
Customer-centric approach with an agile mindset is a must-have
Nice to Have
Prior experience in a similar role is preferred, A Bachelor's degree in Business Administration, Economics or a related analytical field is a plus
What You'll Do.
enhancing our operational efficiency, elevating the customer experience, execute the full Operational Excellence Cycle, drive targeted improvements focused on customer experience, process efficiency, and cross-team collaboration, ensuring performance, quality and growth, Deep dive into contact reasons, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) metrics alongside qualitative data, Clearly document these findings, trends, and actionable insights into the comprehensive VoC Report, operational dashboards, and stakeholder presentations to ensure a continuous feedback loop, Perform daily examination and updates of data, conducting granular comments analysis of customer feedback and in-depth communication reviews (e.
, interaction analysis), Extract and analyze data from our operational stack (Zendesk, Genesys, EdgeTier, Helvia etc.
) to identify process gaps, investigate root causes, and support continuous improvement initiatives, Redesign customer journeys to improve satisfaction and reduce handling time, Map out "as-is" processes to identify friction points and perform detailed root cause analysis based on the findings from the VoC reports, Drive customer initiatives from the ideation phase all the way to production, Design precise pre- and post-implementation reporting to accurately measure their success.
How You'll Work.
Team & Collaboration
Partner directly with key internal stakeholders (Product, QA, WFM, Tools & Optimization, Marketing etc. ) to bridge the gap between frontline operations and broader business initiatives; Facilitate seamless communication, drive project alignment, and foster shared accountability for the end-to-end customer experience; Proven ability to work closely with diverse teams (QA, WFM, Product) to deliver solutions
Communication Scope
ability to present ideas clearly
Process & Methodology
Drive customer initiatives from the ideation phase all the way to production
Full Job Description
**Join Novibet** as **Operational Excellence Specialist!** Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for Customer Excellence and thrive in a fast-paced environment, this could be the right opportunity for you. **Who We Are** Founded in 2010, Novibet is an established GameTech company operating in Europe, the Americas, and ROW countries (Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and 1200+ employees across all countries of operation. We are committed to staying at the forefront of technological advancements, continually pushing boundaries and delivering seamless entertainment and online gaming experiences to our rapidly expanding customer base. **Why Novibet** At Novibet, you are empowered to excel, prioritising growth through listening and learning as part of a group of forward-thinkers and doers continuously adapting to new challenges. We are equally committed to fostering a positive, inclusive, and supportive workplace culture that empowers every individual to thrive. Join us, and you will be part of a team of over 1,200 people worldwide that values collaboration, innovation, and personal growth. **What We are looking for** As an Operational Excellence Specialist at Novibet, you will be responsible for enhancing our operational efficiency and elevating the customer experience. Reporting directly to the Operational Excellence Lead, your objective is to execute the full Operational Excellence Cycle. You will drive targeted improvements focused on customer experience, process efficiency, and cross-team collaboration, ultimately ensuring performance, quality and growth. **What you will work on** * Deep dive into contact reasons, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) metrics alongside qualitative data. Clearly document these findings, trends, and actionable insights into the comprehensive VoC Report, operationa
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