The role focuses on monitoring call center performance, ensuring high service quality standards, and delivering training and coaching to improve team performance. The candidate will also support daily call center operations when required.
Responsibilities:
-Monitor and evaluate call center agents’ performance
-Conduct quality checks on calls and customer interactions
-Identify performance gaps and implement improvement plans
-Provide training and coaching to agents
-Support call center operations and reporting
-Assist in developing and improving procedures and standards
Requirements:
-Experience in call center quality, training, or supervisory roles
-Strong background in call monitoring and quality assurance
-Excellent communication and coaching
Strong organizational and problem-solving abilities
-Experience in betting, gaming, or iGaming industry (a plus)
To apply for this job please visit docs.google.com.
