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:

1. Team Leadership

• Organize and manage the call center operator team
• Assign tasks and monitor their completion
• Motivate and develop team members

2. Delivering High-Quality Customer Service

• Monitor service quality and ensure compliance with company standards
• Handle complex or disputed cases, escalating when necessary
• Enforce customer service rules and procedures

3. Analytics and Reporting

• Track key performance indicators (KPIs)
• Analyze calls to identify issues and improvement opportunities
• Prepare regular reports for management

4. Team Training and Development

• Conduct training sessions and workshops
• Evaluate employee performance and provide feedback
• Develop professional development and motivation programs

5. Process Development and Implementation

• Update operator scripts and guidelines
• Implement new technologies and tools to enhance efficiency

6. Customer Database Management

• Resolve conflicts and customer complaints
• Analyze customer feedback to improve service quality

7. Cross-Department Coordination

• Collaborate with other teams and departments

8. Regulatory Compliance

• Ensure customer data confidentiality

9. Stressful Situation Management

• Support operators in handling aggressive or emotional customers
• Develop conflict de-escalation scripts, particularly for loss-related cases

10. Product Change Adaptation

• Train the team on new games, promotions, and bonus programs
• Quickly implement changes to service rules or terms.

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.