Call Center Team Lead

We are rapidly growing and need a dedicated Call Center Team Lead to manage our outbound sales team in the fast-paced iGaming environment.
About the Role:
You will lead, motivate, and manage a team of agents focused on achieving individual and team KPIs.

Responsibilities:

1. Team Leadership
Organize and manage the call center operator team
Assign tasks and monitor their completion
Motivate and develop team members
2. Delivering High-Quality Customer Service
Monitor service quality and ensure compliance with company standards
Handle complex or disputed cases, escalating when necessary
Enforce customer service rules and procedures
3. Analytics and Reporting
Track key performance indicators (KPIs)
Analyze calls to identify issues and improvement opportunities
Prepare regular reports for management
4. Team Training and Development
Conduct training sessions and workshops
Evaluate employee performance and provide feedback
Develop professional development and motivation programs
5. Process Development and Implementation
Update operator scripts and guidelines
Implement new technologies and tools to enhance efficiency
6. Customer Database Management
Resolve conflicts and customer complaints
Analyze customer feedback to improve service quality
7. Cross-Department Coordination
Collaborate with other teams and departments
8. Regulatory Compliance
Ensure customer data confidentiality
9. Stressful Situation Management
Support operators in handling aggressive or emotional customers
Develop conflict de-escalation scripts, particularly for loss-related cases
10. Product Change Adaptation
Train the team on new games, promotions, and bonus programs
Quickly implement changes to service rules or terms.

Requirements:

Proven experience as a Call Center Team Lead or Supervisor (iGaming experience is a plus).
Strong leadership and coaching skills.
Fluent in English (spoken and written).
Excellent communication and interpersonal skills.
Familiarity with CRM tools and call center systems.
Strong analytical skills and proactive attitude.
Ability to thrive in a target-driven environment.