Call Centre Operations Director
3 days ago
Job Summary:
Initiate International is seeking a seasoned Call Centre Operations Manager to spearhead our customer service operations in the iGaming and sportsbook sector. As a key member of our team, you will be responsible for leading a high-performing team, driving player satisfaction, and ensuring smooth call centre operations.
Key Responsibilities:
- Lead and Manage Call Centre Operations:Oversee daily activities to ensure operational efficiency and top-notch service delivery.
- Team Leadership:Recruit, train, and inspire customer service agents to cultivate a culture of excellence and continuous improvement.
- KPI Management:Monitor key performance metrics such as first contact resolution (FCR), average handling time (AHT), and player satisfaction (CSAT/NPS).
- Player Retention and Engagement:Collaborate with marketing and CRM teams to create effective retention strategies and loyalty programs.
- Customer Issue Resolution:Tackle escalated customer issues, ensuring swift and effective resolution of complex problems.
- Process Optimization:Identify and implement improvements to systems, workflows, and processes for enhanced operational efficiency.
- Data and Reporting:Generate regular reports on call centre performance, providing insights and actionable recommendations to senior management.
- Compliance and Regulatory Management:Ensure adherence to industry regulations and internal policies.
- Technology Management:Work with IT and product teams to optimize the use of call centre software and CRM systems.
- Stay Updated:Keep abreast of trends and developments in the iGaming and sportsbook industries.
Requirements:
- 5+ years of experience in call centre management, ideally within the iGaming, sportsbook, or online gaming industry.
- Proven track record of meeting and exceeding performance targets in a fast-paced environment.
- Strong leadership skills with a history of managing and motivating teams.
- Exceptional problem-solving and conflict-resolution abilities.
- Familiarity with call centre software, CRM platforms, and performance management tools.
- Strong analytical skills to interpret data and make informed decisions.
- Knowledge of iGaming and sportsbook operations, including customer lifecycle management.
- Excellent communication and interpersonal skills.
- Ability to thrive in a dynamic, high-pressure environment.
What We Offer:
- Competitive salary and performance-based incentives.
- A vibrant and innovative work environment in the iGaming and sportsbook sector.
- Opportunities for career growth and professional development.
- Flexible working arrangements and comprehensive benefits.
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