Call Center Transformation Lead We believe that great careers and thriving teams grow through meaningful connections, and we’re here to match you with opportunities that fuel ambition and roles that unlock your talent. We know iGaming inside out and use that know-how to help talented professionals find their place in the game, where drive, innovation, and ambition meet in a perfect match.
Perfect for those who aim to:
Conduct a full audit of call center operations (scripts, databases, KPIs, processes, tools) and identify key performance gaps and optimization opportunities;
Prepare and present a transformation plan with baseline metrics and improvement roadmap;
Redesign team structure and workflows aligned with the acquisition model; assess agent performance and optimize headcount;
Develop and refine call scripts; enhance quality control, feedback, and coaching frameworks;
Implement a unified reporting system with clear visibility on core KPIs (calls, conversions, efficiency, lead utilization);
Collaborate with BI and CRM teams to ensure data accuracy and actionable insights;
Evaluate and upgrade call tools and technologies;
Introduce a KPI-based incentive model; foster a high-performance, feedback-driven culture with clear career paths.
Experience you’ll need to bring:
5+ years of experience in call center management or transformation (preferably in sales/acquisition-driven environments);
Proven record of scaling or reorganizing call centers of 20+ agents;
Experience with CRM and dialer systems (HubSpot, Pipedrive, Zoho, etc.);
Excellent leadership and coaching abilities;
Data-driven mindset with strong reporting and communication skills;
Experience in iGaming domain.
It's a perfect match if you have those personal features:
Strong analytical and process optimization skills;
Adapt easily to a dynamic environment with shifting priorities;
Take ownership, stay organized, and act proactively.