Business Operations Center Executive at Sportserve
About the job
In 2019, Sportion, an AsianLogic company, was founded in Athens, Greece as a global B2B GameTech service provider. Due to our continued growth and success, we have established new offices in Belgrade, Serbia and Yerevan, Armenia. Increasing our workforce to over 200 talented individuals across all our locations.
We work with our partners to design, build and scale solutions, with a specific focus on time-to-market and product quality, whilst being performance-driven in delivering bespoke and tailor-made approaches to best suit the requirements of our clients.
What you’ll be getting up to:
The BOC Executive position primarily focuses on proper issue handling and management. The Executive is hands-on with the management of the issue tickets that are escalated and monitors these to ensure that these are addressed based on their priority and that resolution is provided by the necessary teams.
As part of issue handling, BOC is required to know the proper prioritization of issues raised to be able to determine which issues require immediate attention and are attended to accordingly. BOC must also have a broad and deep understanding of the business, and its operational processes, and determine which tickets may be related to existing issues. At the same time, the team must know the scope of all other support teams for them to be able to route the tickets to their proper handlers.
Overall, BOC provides 24/7 support for issue handling, not only with tickets but with any issue immediately reported that they may be able to attend to. They must be in close coordination with the Global Network Operations Center team and the other support teams for faster processing and handling of issues.
Key Responsibilities:
- Gain a thorough understanding of the overall business units and their operational processes.
- Maintain constant communications with various teams across all the company’s departments.
- Manage expectations of reporters to ensure that their issues are handled appropriately and in a timely manner.
- Ensure that reporters are properly aligned with any updates with escalated issues and that support teams handling these issues are followed up by the team’s follow-up schedule until the issues are confirmed resolved.
- Additional monitoring of website stats and data via monitoring tools made available.
- Strictly enforce and follow processes already set up to ensure that productivity is maximized within the team and with other teams involved.
- Ensure that all tickets are attended to accordingly and are handled well within the expected timeframes.
- Ensure that prioritization of tickets is appropriately enforced and followed in coordination with other teams.
- Make full use of and master the necessary business tools to collaborate with the business and other support teams for smooth communications and issue handling.
- Manage website announcements related to maintenance or incidents.
- Execution of any additional tasks that may be requested
Skills:
- Fluency in English both written and verbal; good communication skills
- Fast learner and critical thinker
- Familiarity with using Google Workspace
- Able to work well under pressure with minimal supervision
- Keen to details
- Time management
MINDSET
- Team player and willing to work in different shifts including holidays
- Willing to learn technical processes
- Independent and collaborative
- Collaborative and goal-driven
- Ability to give and take constructive criticism
- Applications in English please
Diversity & Inclusion
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.