Head of Global Call Center

Client: A large international company in the online sports and entertainment industry, one of the market leaders with many years of experience and millions of active users worldwide. We are constantly growing and implementing cutting-edge technologies to enhance customer engagement and experience.
Hybrid mode - 3 days at office. 
Responsibilities

• Lead and coordinate daily operations of a large-scale Sportsbook call center (200+ employees) across multiple departments: inbound/outbound support, VIP support, complaints, fraud prevention, transaction processing, and back-office operations.
• Build, mentor, and develop a strong leadership team (managers, supervisors, team leads) to ensure consistent performance across all units.
• Develop and oversee workforce planning, scheduling, and resource allocation to ensure 24/7/365 coverage, especially during global peak periods (major sporting events).
• Define and monitor strategic KPIs: SLA, customer satisfaction (CSAT, NPS), response time, first contact resolution, cost-per-contact, agent productivity.
• Drive continuous process optimization, automation, and digitalization (self-service tools, AI chatbots, omnichannel platforms).
• Ensure in-depth product knowledge of betting platforms, odds markets, sports disciplines, and responsible gaming principles across all teams.
• Implement and refine customer service standards, quality assurance processes, escalation protocols, and compliance frameworks (KYC, AML, GDPR).
• Collaborate closely with Risk, Payments, Marketing, CRM, and Product teams to address complex cases (escalations, fraud risks, regulatory issues).
• Represent the call center at executive level — prepare reports, insights, and strategic recommendations for C-level management.
• Manage vendor/outsourcing partners, ensuring alignment with company policies and service excellence.
• Foster a culture of customer-centricity, accountability, and high performance across all levels of the organization.

Requirements

• 5+ years of experience managing large-scale call centers (200+ FTE), preferably in Sportsbook, iGaming, fintech, or other high-volume, regulated industries.
• Proven track record in building and scaling multi-department customer service operations.
• Strong leadership and people management skills: experience in managing managers, supervisors, and large teams.
• Advanced technical proficiency: CRM, VoIP, ticketing/WFM systems, reporting dashboards, and familiarity with omnichannel customer service tools.
• Deep knowledge of regulatory requirements: KYC, AML, responsible gaming.
• Strong analytical mindset, data-driven decision-making, and ability to optimize cost vs. quality balance.
• Excellent communication skills; ability to influence and align with C-level stakeholders.
• Willingness to work flexible hours (evenings, weekends, holidays) aligned with global sporting event calendars.

What We Offer

• Strategic leadership role in a global-scale call center operation.
• Full-time employment; hybrid or in-office format in Kyiv.
• Competitive salary + performance-based annual bonuses.
• Social benefits package (medical insurance, corporate training, recreation).
• Career development in a leading international iGaming company.
• Opportunity to shape and scale one of the most dynamic customer support operations in the industry.