Head of Customer Contact Center

We are a Performa HR agency, and we're excited to find a top-notch professional for one of our clients. We're currently seeking an experienced Head of Customer Contact Center.

Here's a short introduction for Performa HR agency:

Performa HR agency specializes in connecting top talent with leading companies. Our mission is to provide HR solutions that drive success for both employers and candidates. With a deep understanding of industry, we are dedicated to helping businesses thrive by finding the right people for the right roles.

Requirements:

● Proven leadership experience in call centers with a focus on sales, retention, and reactivation;

● Background in iGaming, betting, fintech, telco, or banking;

● Strong track record of working with VIP and high-value customers;

● Experience building or scaling teams from 10–15 people to 30–40+;

● Hands-on expertise with CRM systems, VoIP solutions, call tracking, and speech analytics;

● Experience managing international, multilingual teams across different GEOs;

● Market knowledge of Australia, Europe, and Canada.

Responsibilities:

● Lead the Sales & Reactivation department (agents, team leads, supervisors).

● Drive key directions: reactivation of inactive players, cross-sell & upsell, promotion of campaigns and bonus programs.

● Monitor and improve KPIs: Conversion Rate, Retention Rate, ARPU, LTV, VIP satisfaction.

● Create and implement effective call scripts and sales processes.

● Manage recruitment, development, and motivation of the Sales & Reactivation Team (including performance-based bonus schemes).

● Introduce and optimize modern analytics tools (CRM, call tracking, speech analytics, AI assistants).

● Organize and oversee operations across multiple markets with multilingual teams.

● Ensure compliance with Responsible Gaming, AML, and KYC requirements.

● Manage budgets and ROI for retention and sales projects.

We offer:

● Competitive compensation (open to discussion, starting from competitive market levels and adjusted to your expectations.).

● Full-time, office-based position.

● A key role in a team that is building the company from the ground up.

● Opportunity to realize your ambitions and leadership qualities.

● A strong team of professionals providing support and development.