Call Center Team Lead

Stellenbeschreibung:

You will lead, motivate, and manage a team of agents focused on achieving individual and team KPIs.

Team Leadership
- Organize and manage the call center operator team
- Assign tasks and monitor their completion
- Motivate and develop team members
Delivering High-Quality Customer Service
- Monitor service quality and ensure compliance with company standards
- Handle complex or disputed cases, escalating when necessary
- Enforce customer service rules and procedures
Analytics and Reporting
- Track key performance indicators (KPIs)
- Analyze calls to identify issues and improvement opportunities
- Prepare regular reports for management
Team Training and Development
- Conduct training sessions and workshops
- Evaluate employee performance and provide feedback
- Develop professional development and motivation programs
Process Development and Implementation
- Update operator scripts and guidelines
- Implement new technologies and tools to enhance efficiency
Customer Database Management
- Resolve conflicts and customer complaints
- Analyze customer feedback to improve service quality
Cross-Department Coordination
- Collaborate with other teams and departments
Regulatory Compliance
- Ensure customer data confidentiality
Stressful Situation Management
- Support operators in handling aggressive or emotional customers
- Develop conflict de-escalation scripts, particularly for loss-related cases
Product Change Adaptation
- Train the team on new games, promotions, and bonus programs
- Quickly implement changes to service rules or terms.

Proven experience as a Call Center Team Lead or Supervisor (iGaming experience is a plus).
Strong leadership and coaching skills.
Fluent in English (spoken and written).
Excellent communication and interpersonal skills.
Familiarity with CRM tools and call center systems.
Strong analytical skills and proactive attitude.
Ability to thrive in a target-driven environment.

NOTE / HINWEIS: