Head of Call Center - Betting
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Job summary
The Head of Call Center will oversee and manage the call center operations within the company.
Experience Level:
Mid level
Experience Length:
4 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Employment Type: Full-Time
Reports To: Chief Executive Officer (CEO)
Job Summary
The Head of Call Center will oversee and manage the call center operations within the company. The role involves team leadership, performance management, quality assurance, operational efficiency, and implementation of customer retention strategies.
Important Note: We are seeking a leader ready to engage in 'hands-on management' during the probationary period to build a foundation for future scaling. If you prefer passive oversight, this role is not for you.
Key Responsibilities
1. Team Management & Discipline
● Manage and supervise the operator team, including recruitment, onboarding, training, motivation, KPI management, workload planning, and shift scheduling.
● Conduct onboarding training for new employees and refresher training sessions for existing staff.
● Ensure adherence to work schedules, reporting standards, and operational procedures.
2. Performance Management & Analytics
● Monitor KPIs including call volumes, contact rates, conversion rates, and deposits.
● Develop weekly and monthly operational plans based on performance analysis.
● Conduct real-time performance monitoring and tactical adjustments where necessary.
3. Quality Control & Product Optimization
● Conduct call monitoring, coaching, and feedback sessions.
● Audit and optimize scripts and objection-handling techniques.
● Analyze conversion rates across databases and customer funnels.
● Support VIP customer engagement and retention strategies.
4. Operational Efficiency
● Prepare daily operational summaries and weekly reports for management.
● Supervise CRM and telephony systems.
● Collaborate with marketing teams to improve lead quality and customer acquisition strategies.
● Analyze player feedback to improve operational processes and bonus mechanics.
Qualifications & Experience
● Minimum of 4 years of experience managing call centers within the Gambling, Betting, or iGaming industry.
● Strong leadership, analytical, and communication skills.
● High emotional resilience and ability to handle customer objections professionally.
Technical Skills
● Proficiency in CRM systems and call monitoring tools.
● Strong Excel/Google Sheets skills, including pivot tables and dashboards.
● Familiarity with Jira, Confluence, or similar task management tools is an added advantage.
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