Operations Insights Analyst

Home Jobs Operations Insights Analyst – 8725
8725 Sofia, Bulgaria Player Support Services Permanent

The role: Operations Insights Analyst

We are looking for an Operations Insights Analyst to join our Operations Planning and Analysis team in Sofia, Bulgaria.

Are you our next star player?

The team provides various services to its customers – from Customer Support through our various contact channels, to protecting accounts from Fraud and Risk. It resolves the scope and level of such services annually, but continually supervises its performance, including gathering feedback from customers.

Why we need you

The Operations Insights Analyst ensures that the Group’s Operations division is exceeding customer expectations by understanding the impact and causes of issues associated with Customer Experience. The role delivers insights linked to Contact Drivers, Customer Happiness, and Voice of the Customer. In addition, it provides insights and recommendations of what actions need to be taken in order to improve Customer Experience.

Who we’re looking for

  • You will act as contact point regarding Customer Experience related queries
  • You will prepare fortnightly, monthly, quarterly and yearly insight reports to highlight performance across our verticals
  • You will be able to highlight key trends from the Customer Experience survey and see opportunities for improvement
  • Develop contact avoidance ideas and insights based on contact types, and collaborate closely with the content team to ensure evident gaps in content are closed
  • Utilise customer segmentation to understand/prioritise/act on customer dissatisfaction or other key customer experience metrics
  • Deliver customer insights to internal departments in order to improve player experience and reduce customer contacts, ensuring communication channels remain open between Operations and other business units
  • Proactive identification of solutions in relation to areas that cause dissatisfaction and frustration to customers
  • Conduct improvement projects and root cause analysis in conjunction with key partners
  • Proactive in identifying and challenging any negative effects on the Customer Experience following new launches or changes in the group
  • Map out customer journey’s and provide insights with regards to improving customer experience, fostering voice of the customer through each step
  • Deliver regular insight sessions with partners to help understand Operational challenges and drive idea generation regarding customer pain points
  • Ensure that valuable customer verbatim is shared across the Group to help share success and act as positive reinforcement

Your experience:

  • Experience working with Customer Voice
  • Supervise record of sourcing and analysing multiple sources of data to provide clear reporting of issues and how they affect customers
  • Specialist analytical, statistical and problem-solving skills
  • Experienced in visualising data

Your skills:

  • Outstanding use of English, with ability to write clear and concise business reports
  • Excellent communication and presentation skills
  • Strong interpersonal and project management skills
  • Outstanding level of proficiency with Excel or other data analysis tools

What’s in it for you?

We offer a competitive discretionary annual performance bonus. And we provide advice and dedicated assistance to those moving to Bulgaria.

Your package will include:

• Discretionary annual performance bonus of up to 25% of your annual gross salary;
• Health and dental insurance for you, your partner and your children (if you all live at the same address);
• 250 BGN Personal interest allowance to let you learn something new or pursue a hobby;
• 490 BGN for Home Office furniture;
• 1000 BGN as congratulations if you have a baby whilst you work for us;
• In-house training and development to develop your skills, progressing your career;
• Contribution towards your transportation and lunch expenses;
• Every year, the Group provides the opportunity to participate in a very generous 3-year savings plan, with the possibility of buying stock at a discounted price and benefiting from the company’s good performance on the market;
• Sports program and social events; including our sensational summer and Christmas parties
• Free fresh fruit, snacks and drinks in the office;
• Relaxation areas around the office, including a PlayStation and Pool table;

What happens next?

If you’re what we’re looking for, next up would be an online test. And if that goes well, we’ll meet you for a Zoom interview.

What happens next?

We will aim to get back to you within 14 days of applying. If you meet the criteria you will be invited to complete written assessments, followed by Zoom interview.

The Group

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of FTSE 100 index of the London Stock Exchange, which brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

Our FAQs

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