Position: Call Centre Team Lead
Company: Duxgroup
Category: Support
Experience required: 3y
English level: fluent

We are looking for a Call Centre Team Lead to join us in setting up our new and growing team in Bulgaria! You would be responsible for setting up the department structure, recruitment and taking full responsibility of the department’s KPIs, whilst working closely with our Head of VIP!

What we expect of you
-Setting up the structure, strategy and operations for the Call Centre department for all stages of the lifecycle which includes conversion, retention and reactivation, within the Company.
-Taking full responsibility for setting up and implementing the team’s KPIs and ensuring that they are constantly met.
-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 player 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 player conversion & retention across all brands.
-Collaborating with HR with regards to recruitment & onboarding of new team members.
 
What we’re after
-Native German (preferable) or Dutch speaker.
-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.
-iGaming experience – required.
-Natural & strong communicator, great at leading conversations.
-Strong leadership, mentoring & training skills.
-Demonstrated sales & negotiation skills.
-Positive & motivated individuals who are flexible & adaptable to working within dynamic environments.