Position: Head of Contact Center
Company: GGR - group of companies
Category: Other
Experience required: 2y
English level: fluent
Published: 2023-02-01T00:00:00+02:00

We are looking for an efficient leader for new markets expansion. This role requires strong leadership skills, capabilities and previous experience.
Your goal will be to build the work of the International Call Center from scratch.

We believe that the best teams hold themselves accountable. The right candidate must have experience developing high performing teams that rely on trust and transparency to achieve goals.

This role requires the ability to thrive in a remote environment and must also be able to encourage and strengthen this ability in others.

Call center tasks: sales and retention, player upsell, player retention.

Responsibilities:

- To lead our International Call center and its operations
- Manage and supervise the day-to-day activities of the Call Center Team
- Provide effective leadership, guidance and support to the team
- Work and communicate with internal stakeholders for accomplish organization goals
- Maintains and improves Call Center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analysis, managing system and process improvement, and quality assurance programs.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends, hence helping decision-making.
- Maintains professional and technical knowledge by tracking emerging trends in operations management.
- Determines operational strategies by conducting needs assessments and performance reviews eventually contributing information and analysis to organizational strategic plans.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Taking ownership of process enhancements; team-building projects (monthly / quarterly)
- To build and lead an effective and cohesive team
- Ensure the level of motivation is optimum for staff through effective communication
- Ensuring proper staffing with the least attrition.
- Timely team productivity measurements & control & enhancements
- Should have experience in Quality management too
- Quality of call center agent is mandatory.

Requirements:

- Experience in a similar position for at least 2 years.
- Ability to build workflows and control labor productivity.
- Willingness to take responsibility for the team, distribution of tasks, work for results.
- Analytical and operational mindset.
- Proficiency in English is fluent.
- Experience in the field of gambling, fintech will be an advantage (we can consider candidates from other niches).

Benefits:

- paid vacations (20 working days/ year);
- fully paid sick leaves according to the company’s policy;
- English courses;
- professional development and educational events (within your personal training budget);
- sessions with corporative psychologist.

Working conditions:

- It is full-time position;
- It is remote position;
- We are oriented to the UTC+02:00 time zone;
- Working hours: five days working week (lunch break - 1 hour):
- the working day starts from 8:00 to 10:30;
- the working day ends from 17:00 to 19:30 (depending on the working day start).