Position: Head Of Сustomer Service & Retention/Sales (gambling)
Category: Other
English level: intermediate
Years of experience: 11

I can build a call centre including Sales, 1SL, 2SL, Quality Control Departments for gambling sphere on 3 different budget options:

1) Building a CC without engaging specific software complectations - manual analytics with ready decisions, independent analytics (proggramming via Excel scripts)
2) Building a CC with more successful model of management of communications "operator-client" (implementing of the chatbot, autocallings). Independent analytics with additional functionality.
3) Building a CC with engaging additional financing for specific software (CRM) + programms providing analytics - builting of business processes
Head of customer support and sales 
• Opening a call center from scratch;
• staff search, interviewing;
• selection — staff recruitment;
• training and certification of company employees (scripts, B2C sales);
• management of a team of 50-60 people;
• meeting planned targets and increasing sales;
• analysis of the effectiveness of the department;
• increase in sales;
• development of a motivation system and KPI; OKR
• developing training programs and conducting trainings for department employees;
• department work planning (ideology, goals, objectives, motivation);
• monitoring the implementation of the monthly plan for transactions;
• calculation and payment of wages to employees;
• accounting and introduction of branch accounting;
• maintaining weekly, monthly, quarterly reports on the work of the group.