Outbound Call Center Team Lead
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Best Service TeamSales, iGaming
Belgrad, Beograd, Serbia. Sofia, Sofia City Province, Bulgaria. Baku, Baku, Azerbaijan. Yerevan, Yerevan, Armenia. Tiranë, Tirana County, Albania. 100% fully remote (if Belgrade hire then hybrid)Full-TimeLead
SalaryCompetitive salary with performance-based bonuses
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Job Details
- Languages
- Fluent English is required; Turkish at B1 level or higher is required.
- Experience
- 2+ years of experience leading sales or call center teams of 10+ people
Requirements
- Have 2+ years of experience leading sales or call center teams of 10+ people.
- Be fluent in English.
- Have Turkish language skills at B1 level or higher.
- Bring strong analytical skills and confidence working with KPIs, dashboards, and performance metrics.
- Demonstrate the ability to coach, motivate, and develop sales teams.
- Have communication, leadership, and organizational skills.
- Be able to work in a fast-paced, performance-driven environment.
- Experience in iGaming, sales, or customer retention is an advantage.
- Knowledge of German or Italian, even at a basic level, is an asset.
Responsibilities
- Own team commercial performance, including conversion rate, deposit volume, answer rate, success-to-deposit, and time-to-deposit.
- Monitor daily performance dashboards, identify trends, and implement corrective actions.
- Coach and develop team members through 1:1 meetings, feedback sessions, QA reviews, and live sales coaching.
- Lead onboarding for new agents, covering systems access, product knowledge, scripts, campaigns, and performance expectations.
- Set clear sales targets and ensure consistent accountability across the team.
- Analyze team performance and provide reporting and insights to management.
- Foster ownership, transparency, high performance, and continuous improvement.
- Ensure compliance with internal processes, quality standards, and company policies.
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