HEAD OF CUSTOMER SUPPORT / IGAMING

Do you want to join a leading international online gaming group?
Are you a great manager with experience in customer support? 
Do you enjoy managing teams and insure great service?

A leading online iGaming company is seeking a seasoned consultant to lead a project aimed at improving the performance and operations of their established call centers.

The call centers are primarily based in Central Europe, and while the role can be managed remotely, periodic on-site visits will be required.

The ideal consultant will have extensive experience in iGaming, particularly with Curacao license-based online casinos, and a proven track record of successfully turning around or improving call center operations. 

Benefits:
- Remote work
- Possible to travel on a regular basis
- Salary from 3k to 4.5K gross monthly depending on experience
- Great working environment
- Possibility to explore new ideas, develop solutions, and implement them
- International company with large exposure
- Possibility to grow

Key Responsibilities:

• Assess the current state of operations across multiple call centers and identify key areas for improvement.
• Collaborate with existing management to refine protocols, improve efficiencies, and ensure best practices are followed.
• Provide leadership and strategic direction to shift managers and team leads, ensuring smooth day-to-day operations while implementing improvements.
• Develop and implement tailored training programs for management and staff, focusing on both customer support and sales optimization.
• Analyze KPIs, customer feedback, and performance data to propose concrete strategies for boosting productivity and customer satisfaction.
• Assist with the creation or refinement of incentive programs aimed at motivating staff and driving performance.
• Review and suggest enhancements to reporting systems and performance monitoring tools.
• Support management in the integration of new tools, platforms, and technologies to streamline processes.
• Provide ongoing guidance to management until they can independently sustain and continue optimizing operations post-project.

Requirements:

• Extensive experience in managing and consulting for call centers, preferably within the iGaming industry and specifically with Curacao license-based online casinos.
• Demonstrable success in improving or turning around underperforming call centers.
• Strong leadership and mentoring abilities, with the capability to guide and train management teams to take over operations post-project.
• Exceptional analytical skills, with the ability to interpret performance data and propose actionable solutions.
• Familiarity with iGaming platforms, customer acquisition, and retention strategies.
• Ability to work collaboratively with existing management teams, driving change without disrupting current operations.
• Proficiency in English; additional languages are an advantage.
• Remote work flexibility with periodic travel required to call centers in Central Europe.

Project Duration:

• Minimum project duration: A year, with the possibility of extension based on progress and results.

Please send your CV now to:
sam.macaron@emeraldzebra.cy