VIP Outbound Team Lead Offline

International product iGaming company, one of the market leaders in online betting and gambling 🎰 in the Indian region, is expanding the team!
The company operates under a Curaçao licence, provides state-of-the-art betting and casino solutions and is now looking for an experienced VIP Outbound Team Lead who can strengthen the team and impact key metrics 📊

Location: Europe, remote 🌍
Format: Full-time 
Language: English (Upper-Intermediate and above) 🇬🇧

📝 Responsibilities

• Lead and motivate a team of outbound representatives to ensure high performance. 
• Oversee daily operations of the team to ensure timely and effective resolution of customer inquiries and issues.
• Monitor and analyze calls trends and metrics to identify areas for improvement.
• Ensure adherence to company policies and procedures.
• Develop & implement strategic plans to ensure the team grows within their roles
• Manage and understand your team’s markets and KPIs
• Develop existing procedures and implement enhanced processes
• Weekly reporting on team and main department metrics
• Workforce planning and management (scheduling shifts, managing absences, etc)

✅ Requirements

• 2+ years in outbound management in igaming
• Experience work with calls 
• Previous Team Lead experience 
• Process-driven and strong analytical skills
• Excellent organizational and time-management skills
• Highly computer and internet literate with good presentation & reporting skills
   

🌟 That would be a plus

• Knowledge of the betting markets in India, Brazil, and Africa.
• Strong interpersonal & leadership skills
• Extremely results-oriented
• Problem-solving skills;
• Self-organized and proactive.
   

🎯 KPIs 

• Improve and develop VIP outbound management flows and procedures;
• Create strategies to improve outbound KPIs;

• Create reports that reflect calls performance.

   

  💼 Company offers

  -No bureaucracy and fast decision-making.

  - English language courses.

  - Referral programme.

  - Paid sick leave.

  - 20 days of holiday.

  - 5 days off.
  
   

  If this sounds like your kind of challenge — apply now 💫