Team Lead - Online Call Center
Company:Neo Group
Location:Serbia, Estonia, Georgia, Latvia, Lithuania
Languages:English, Russian
Seniority level:Lead, Proven experience
Experience:Proven experience
Skills:
LeadershipPeople ManagementAnalytical SkillsCoachingFluency in EnglishTeam managementCRM
Requirements:
Proven experience as a call center team lead or supervisor iGaming or online casino experience is highly preferred Strong leadership and coaching abilities Fluent in Russian (spoken and written) Basic level of English Knowledge of Polish, German, or Italian is a strong advantage Excellent communication and interpersonal skills Familiarity with CRM tools and call center systems Strong analytical skills and a proactive attitude Ability to thrive in a target-driven environment
Responsibilities:
Lead, motivate, and manage a team of sales agents to achieve individual and team KPIs Monitor and evaluate daily performance, providing coaching and feedback Track call metrics, conversion rates, and performance reports Conduct regular one-on-ones, training sessions, and team meetings Support agents in resolving escalated customer issues Collaborate with management on strategy, reporting, and campaign planning Ensure high-quality customer engagement and compliance with company policies