Operational excellence analystEntain

Role Purpose
The Operational Excellence Analyst will be part of our exciting team undertaking customer contact reviews on brands across the business to drive operational excellence in all areas, using the customer sentiment tool, Medallia.
We are looking for company experts, who have outstanding knowledge of all aspects of the business and our current processes and procedures.
Key Responsibilities
Through the data received from Medallia, review contact dependent on customer sentiment scoring
Unbiased reporting and reviewing of this data, producing deliverable action points
Beginning to end journey assessment for both agents and customers to identify improvements from the data produced by Medallia
Delivery of findings with recommendations
Identifying skills, processes and procedural gaps
Tracking of changes made to help evaluate their success
Collaborating with the team to create action points
Working closely with other departments
Daily reporting
Specialist Skills and Experience Required
1-year minimum tenured agent
Desire to drive operational excellence
Excellent knowledge of all processes
Extensive Sports and Gaming knowledge
Excellent knowledge of all back office tools
The ability to interpret large data sets - with a keen eye for detail to pick up on any trends
The ability to effectively communicate any findings in analysis during daily feedback loops
Strong ability to organise yourself and think outside the box
An excellent communicator both within team and upwards to various colleagues across the Operations function
Organised and proactive
A good track record of high QA scores
A drive for results
About Entain
We may sit on the FTSE100, but for millions of customers worldwide, we're the brands they hold in their hands - and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we're elevating ourselves above the competition. We're leading the industry in bold new directions - and it's our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.
DEI and Wellbeing @ Entain
At Entain we do what's right. It's one of our core values. Which is why we're taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We've created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive - and that starts from the moment you apply to join us.
Life @ Entain
We're a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won't just be your employer, we'll be your biggest cheerleader. We'll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career - and our business - to new heights.
Entain

Manila City, Metro Manila
Permanent
Full-time