Head of Call Center (offline)

Our client is an international product-based IT company specializing in the iGaming industry. Born in 2014, they rocked the CIS region, and now take the success to the world.

Currently seeking an experienced Head of Call Centre to develop strategies, streamline processes, maintain high standards of service quality, and ensure optimal allocation of resources to meet operational and financial goals.

Requirements:

• Experience in the gambling or related industries is a must.
  Proven experience in leading and scaling call center teams.
• Strong understanding of call center operations, metrics, and best practices.
• Strong communication skills to build relationships with employees and TOP management.
• Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams.
• Good analytical skills with a data-driven approach to decision-making.
• Proficiency in call center software and CRM systems.
   

Responsibilities:

• Oversee day-to-day call center operations, ensuring adherence to performance standards and policies.
• Develop and implement operational strategies to achieve and exceed performance metrics and customer satisfaction goals.
• Implement strategy of hiring and education of new call center specialists.
• Monitor key performance indicators (KPIs) and analyze call center metrics to identify areas for improvement.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Optimize resource allocation to balance cost-effectiveness with service quality.
• Liaise with internal departments and stakeholders to ensure alignment of call center activities with broader business objectives.
• Develop long-term strategies to enhance call center capabilities and support company growth.
   

Benefits:

• Remote work or office-based flexibility (Cyprus, Portugal, or Poland).
• Paid vacations and sick leaves in accordance with the company’s policy.
• Health insurance coverage (in 6 months of collaboration).
• Paid sessions with a corporate psychologist.
• Paid language courses.
• Opportunities for professional development and participation in educational events.
   

If you like taking the lead on proactive projects in a dynamic environment, we want to hear from you.