Call Center Team Lead

Компания "N1 INTERACTIVE Ltd"

???? N1 Partners Group ???? is a rapidly growing IT product company which always welcomes professionals in various areas of IT and iGaming to join the team. We are looking for highly motivated and goal-oriented individuals who are willing to share their thoughts and ideas with like-minded people and get additional knowledge and experience in return.
We continue to expand the team and is looking for a Call Center Team Lead. We need a true, experienced, and accomplished professional who shares our culture and values.

Key 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. Stressful Situation Management

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

8. Product Change Adaptation

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

What We’re Looking For:

• 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?

• Full time remote work opportunities and flexible working hours.
• Paid 4 Sick Days and 1 Day Off per calendar year.
• Free online English lessons with a native speaker.
• Generous referral program.
• Training, internal workshops, and participation in international professional. conferences and corporate events.

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