Head of Call Center - Betting
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The Head of Call Center will oversee call center operations in the betting/gambling industry, managing teams, performance, quality, and operational efficiency. Requires 4+ years of experience in call center management within iGaming, strong leadership, and CRM proficiency. The role is full-time in Nairobi with an 8-5 schedule.
- Minimum 4 years of call center management experience in Gambling/Betting/iGaming industry
- Hands-on management required during probationary period
- Proficiency in CRM, Excel/Google Sheets, Jira/Confluence preferred
- Reports to CEO
Description
Find a Job + + + + Search Head of Call Center - Betting BrighterMonday Consulting Customer Service & Support 2 months ago Easy apply Nairobi Full Time Entertainment, Events & Sport Confidential Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS 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 - 8 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. Log In and Apply Important safety tips Do not make any payment without confirming with the BrighterMonday Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job Log in to apply now Continue with Google Continue with Linkedin Or continue with Forgot Password? Keep me logged in Log in Don't have an account? Sign Up to Apply Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Activate Notifications Stay productive - get the latest updates on Jobs & News Activate Deactivate Notifications Stop receiving the latest updates on Jobs & News Deactivate This action will pause all job alerts. Are you sure? Cancel Proceed Similar jobs Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago View More Stay Updated Join our newsletter and get the latest job listings and career insights delivered straight to your inbox. v2.homepage.newsletter_signup.choose_type Jobseeker Employer Email address * We care about the protection of your data. Read our Notify Me We care about the protection of your data. Read our privacy policy .