Call Center Team Lead

We are rapidly growing and need a dedicated Call Center Team Lead to manage our outbound sales team in the fast-paced iGaming environment.

About the Role:

You will lead, motivate, and manage a team of agents focused on achieving individual and team KPIs.

Responsibilities:

• Organize and manage the call center operator team;
• Assign tasks and monitor their completion;
• Motivate and develop team members;
• Monitor service quality and ensure compliance with company standards;
• Handle complex or disputed cases, escalating when necessary;
• Enforce customer service rules and procedures;
• Track key performance indicators (KPIs);
• Prepare regular reports for management;
• Conduct training sessions and workshops;
• Evaluate employee performance and provide feedback;
• Develop professional development and motivation programs;
• Analyze customer feedback to improve service quality;
• Support operators in handling aggressive or emotional customers.

Requirements:

• Proven experience as a Call Center Team Lead or Supervisor (iGaming experience is a plus);
• Strong leadership and coaching skills;
• Fluent in English (spoken and written);
• Excellent communication and interpersonal skills;
• Familiarity with CRM tools and call center systems;
• Strong analytical skills and proactive attitude;
• Ability to thrive in a target-driven environment.
  
  What we offer:
• Private Insurance
• Sports program compensation
• Free online English lessons
• An additional 1 Day Off per calendar year
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events