Head of Call Center

Head of Sportsbook Call Center

Location: Kyiv (Hybrid)

Responsibilities

• Coordinate daily operations of the Sportsbook call center across chat, phone, and email channels — delivering prompt and effective customer support.
• Recruit, train, mentor, and motivate the customer support team.
• Manage work schedules, especially during peak periods (major sporting events).
• Monitor and maintain key performance metrics: SLA, response time, first contact resolution, etc.
• Ensure the support team has in-depth knowledge of betting platforms, markets, and sports disciplines.
• Implement service scripts, customer care standards, and responsible gaming policies.
• Handle complex cases: escalations, technical issues, fraud risks — in partnership with technical support, risk management, payments, and compliance teams.
• Analyze customer requests, identify trends, and optimize processes.
• Collaborate with other departments (marketing, analytics) and prepare and present reports to management.

Requirements

• 3+ years of experience in managing a call center or customer support team, preferably within Sportsbook, iGaming, fintech, or banking.
• Strong leadership, analytical, and communication skills; ability to work under pressure and resolve conflicts effectively.
• Technical proficiency: CRM, VOIP, ticketing systems, WFM tools; understanding of KYC and AML processes.
• Willingness to work flexible hours — evenings, weekends, and holidays during major sporting events.

What We Offer

• Full-time employment; hybrid or in-office format in Kyiv.
• Competitive salary + performance-based bonuses.
• Social benefits (medical insurance, recreation, training programs).
• Career development opportunities in the dynamic iGaming industry.
• Work in a friendly team and take part in exciting projects.