Team Lead of Call Center & Cross-Sell

We are an outsourcing company providing customer support, IT services, and marketing consulting solutions. We help our partners build efficient processes and deliver high-quality customer experiences.

We are currently looking for a Team Lead of Call Center & Cross-Sell to join one of our international iGaming projects.

Your main responsibility will be to build and develop the Call Center and Cross-Sell teams, establish effective player communication processes, and improve retention, reactivation, and cross-selling performance. We are looking for a strong leader who can build processes from scratch, manage a team, and make data-driven decisions.

Build and develop a team of Call Center Operators and Cross-Sell Managers.

Establish processes for outbound calling, player retention, reactivation, and cross-selling.

Implement CRM, telephony, analytics, and other required systems.

Develop and implement scripts for sales, player retention, and reactivation.

Participate in recruitment, conduct interviews, and build the team.

Organize employee onboarding, training, and professional development.

Set KPIs, targets, and individual goals for team members.

Monitor the achievement of targets and key performance indicators.

Ensure high-quality communication with players.

Develop and improve the employee motivation system.

Conduct regular one-to-one meetings, provide feedback, and evaluate employee performance.

Analyze team performance and prepare regular reports.

Collaborate with the CRM, Marketing, Sales, Support, and VIP teams.

At least two years of experience managing a Call Center or Cross-Sell team.

Experience in iGaming, betting, fintech, or another high-risk B2C industry would be an advantage.

Hands-on experience building outbound calling, retention, reactivation, and cross-selling processes from scratch.

Experience building and managing a team, including recruitment, onboarding, training, motivation, and professional development.

Experience developing effective sales, retention, and customer reactivation scripts.

Strong understanding of key Call Center, sales, retention, and reactivation metrics.

Experience setting KPIs and monitoring performance against targets.

Experience implementing and using CRM systems, telephony, analytics tools, and quality assurance systems.

Strong leadership and analytical skills.

Ability to make data-driven decisions and deliver business results.

English proficiency at the B2–C1 level.

Office-based work in Yerevan

A five-day working week.

Competitive compensation consisting of a fixed salary and a performance-based KPI bonus.

An opportunity to work in a fast-growing international company.

Corporate events and team-building activities.

Excellent opportunities for professional development and career growth.