Call Center Team Lead (iGaming)

Our client is a fast-growing IT product company operating in the IT and iGaming sectors. We are constantly expanding our team and inviting motivated professionals who are ready to share ideas, collaborate with like-minded individuals, and grow in the online entertainment industry.

More facts:

- Operating since 2019.

- 520+ employees.

Key Responsibilities:

1. Team Leadership & Performance Management

• Organize, supervise, and mentor a team of call center operators.
• Assign tasks, monitor progress, and ensure timely completion of objectives.
• Foster a high-performance culture through motivation and professional development.

2. Customer Service Excellence

• Monitor service quality to ensure adherence to company standards.
• Resolve escalated customer issues and disputes efficiently.
• Enforce customer service protocols and best practices.

3. Analytics & Performance Reporting

• Track and analyze key performance indicators (KPIs).
• Conduct call evaluations to identify trends and improvement opportunities.
• Prepare and present performance reports to senior management.

4. Training & Team Development

• Conduct training sessions and workshops to enhance team skills.
• Provide constructive feedback and performance evaluations.
• Develop and implement motivation and career growth initiatives.

5. Process Optimization & Innovation

• Continuously refine call scripts and operational guidelines.
• Implement new tools and technologies to boost efficiency and service quality.

6. Customer Relationship Management

• Address and resolve customer complaints effectively.
• Analyze feedback to drive service improvements.

7. Cross-Functional Collaboration

• Work closely with other departments to streamline operations and enhance service delivery.

8. Compliance & Data Security

• Ensure strict adherence to data protection and confidentiality policies.

9. Conflict Resolution & Stress Management

• Support agents in handling challenging customer interactions.
• Develop de-escalation strategies, particularly for sensitive cases.

10. Product & Process Adaptation

• Train the team on new products, promotions, and policy changes.
• Quickly implement updates to service protocols as needed.

Requirements:

• Experience: Proven track record as a Call Center Team Lead or Supervisor (experience in iGaming is a plus).
• Leadership: Strong coaching and team management skills.
• Language: Fluent in English (both verbal and written).
• Communication: Exceptional interpersonal and conflict-resolution abilities.
• Technical Skills: Proficiency in CRM systems and call center software.
• Analytical Mindset: Data-driven approach with proactive problem-solving skills.
• Performance-Oriented: Ability to thrive in a target-driven, fast-paced environment.

What Company Offers

Work Environment

• Work in an international IT product company with offices in Poland, Georgia, Greece, Serbia, and Malta.
• Competitive salary with monthly and quarterly bonuses that can potentially double your earnings.
• Fully remote format with the option to visit modern offices.
• Official employment and transparent collaboration terms.
• A flexible schedule that allows for effective time management.

Social Package & Benefits

• 20 working days of vacation, 4 paid sick days, and 1 additional day off per year.
• Medical insurance, compensation for sports activities, and psychological support.
• Free online English lessons with a native speaker.
• An attractive referral program.
• Corporate equipment for a comfortable work experience.

Growth & Opportunities

• The ability to build processes from scratch and fully immerse in the company’s strategy.
• The opportunity to implement your own ideas and develop marketing processes.
• Participation in large-scale projects and major campaigns.
• Professional training, participation in conferences, and corporate events.

Recruitment Process

Initial call/screening with the recruiter of the HR agency.

Review of your resume by the team.

Interview with company representatives.

Job offer.