Operational Manager of Call Centre (Gaming)

In the Call Centre department of an international holding with exclusive Gaming projects, we are looking for experienced Operational Manager of Call Centre.

The main task is to build and develop an international Call Centre from strategy to meeting the KPIs.

What we expect of you?

• Building all key processes (recruitment, training, goal setting, motivation, quality control, reporting) for the call centre for all stages of the lifecycle including conversion, retention and reactivation, within the Company

• Taking full responsibility for achieving KPI's.

• Creating and establishing policies and procedures within the team.

• Mentoring and training the agents within the team.

• Main point of contact and providing ongoing support to team members.

• Creating and handling the team’s schedules & rosters.

• Monitor clients performance and ensure that bonuses are offered in line with business & regulatory requirements.

• Work alongside other departments such as CS, CRM & VIP, in order to ensure maximum clients conversion & retention across all brands.

• Collaborating with HR with regard to recruitment & onboarding of new team members.

What we’re after

• Native/Fluent level of English language.

• Proven managerial experience and previous experience in setting up departments.

• Previous hands-on telesales experience.

• Highly technical and analytical person.

• Proven sales & negotiation skills.

• Positive & motivated individuals who are flexible & adaptable to working in a dynamic environment.

• Gaming experience - will be a big plus.

• Knowledge of other languages - will be a big plus.

What do you get?

• A dedicated team of industry professionals who foster a friendly culture and a success-oriented mindset.
• The ability to choose between fully remote, hybrid, and in-office work arrangements.
• Convenient offices around the world.
• Technical equipment provided.
• Employee development plans.
• Medical insurance & paid sick leaves.
• Compensation for professional education.
• English classes.
• Sports allowance.
• Educational support from our L&D team: internal and external trainings and conferences.
• Referral program.
• Corporate parties and team building events.

Think you have what it takes? If you are interested in a career that will challenge and inspire you – we’d love to hear from you!