Head of Call center / Head of Retention

In the Call center department of an international holding with exclusive iGaming projects, we are looking for a Operational call center manager

We are always in search of talented and dedicated professionals.

The main task is to build and develop an international call center with a staff of at least 100 people

What we expect of you?

- Building all key procesess (recruitment, training, goal setting, motivation, quality control, reporting) for the call centre for all stages of the lifecycle which includes conversion, retention and reactivation, within the Company

- Taking full responsibility for achieving KPI's

- Creating and establishing policies and procedures within the team

- Mentoring and training the agents within the team

- Main point of contact and providing ongoing support to team members

- Creating and handling the team’s schedules & rosters

- Monitor clients performance and ensure that bonuses are offered in line with business & regulatory requirements

- Work alongside other departments such as CS, CRM & VIP, in order to ensure maximum clients conversion & retention across all brands

- Collaborating with HR with regards to recruitment & onboarding of new team members

What we expect

- Fluent level of English at least B1

- Proven experience in building all key call center procesess

- Fundamental knowledge and experience in building processes in large call centers

- Previous hands-on telesales experience

- Highly technical and analytical person

- Demonstrated sales & negotiation skills

- Positive & motivated individuals who are flexible & adaptable to working within dynamic environments

- iGaming experience – will be big plus

- Knowledge of other languages - will be big plus

What do you get?

• Modern, iGaming environment in a sunny climate.
• Team lunches, drinks, and team events.
• Employee Development Plans.
• Сomfortable office in the center of Moscow or remote work. It is possible to work remotely from any country
• International business trips.
• There is a possibility of relocation to European and Latin American countries.
• 28 days holiday.
• Flexible office hours to balance your life with work.
• Employment contract

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!