Вакансия: Head of call center
Описание вакансии
A large product company in the gambling and betting industry, with over 5+ years of presence in the market, is seeking a talented Head of call center
Responsibilities: Managing a team of managers (overseeing 30 remote employees);
Developing and implementing customer retention strategies in iGaming, phone sales to customers
Continuous monitoring of call center operations and evaluating its performance
Data analysis and report creation to make decisions for improving call center operations
Monitoring and analyzing the achievement of key performance indicators: NPS, CSI, FCR, etc.;
Ensuring a high level of customer service and resolving their issues
Managing the call center team and ensuring their efficient operation
Collaborating with other company departments, such as marketing and development, to develop and implement customer retention strategies
Requirements: Experience in call center management
Sales experience
Knowledge of the basic principles of online casinos and experience in this field
Knowledge of key customer retention strategies and experience in their application
Ability to work with large volumes of data and analyze information to make decisions
Good communication skills and the ability to effectively interact with your team and other company departments
Knowledge of basic CRM tools and experience using them
We offer: - Remote work from anywhere in the world.
- Work in a company without bureaucracy, where decisions are made quickly.
- Friendly atmosphere among people who love their work.
- Qualified department leaders interested in the team members' development.
- Performance reviews
- 20 working days of vacation, 5 days off, and payment during sick leave.
