Head of Call Centre

1 week ago


London, United Kingdom Perform CS Ltd Full time

**Position**: Head of Call Centre

**Job Type**: Full-time

**Reports to**:COO

**Summary of Responsibilities**
- Managing VIP Acquisition, Retention and Reactivation Strategy.
- Leading the call centre team with a focus to VIP players and standard players as well.
- Analysing and reporting on VIP activity.
- Managing a team of VIP and Regular Customers experts.
- Responsibility for VIP gifts.
- Analysing and pro-actively anticipating VIP needs and identifying new opportunities.
- Creating an enhanced, proactive service for VIP members to create and encourage loyalty and increase customer satisfaction levels.
- Dealing with escalated issues/queries for VIPs, sourcing solutions to ensure effective resolution and proactively offer advice.
- Providing accurate weekly and monthly reporting.
- The ability to empathise while understanding different behaviour preferences is a must, as is a high level of integrity and agility.
- You will have a professional approach to work and a real passion to be the very best, taking pride in the products our clients create and deliver.
- Managing a team of 8 people.

**Person Specification**
- 5 years’ proven managerial experience at Senior level in the Turkish betting market.
- Extensive experience and understanding of online gaming marketing.
- Highly creative with a visionary approach to VIP management.
- Strong communication and negotiation skills.
- Ability to work in a high pressure and dynamic environment.

**What you will receive**:

- Competitive package.
- Other perks TBC.

**Salary**: £35,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

**Experience**:

- iGaming: 5 years (preferred)

**Language**:

- Turkish (required)

Work Location: Hybrid remote in London, N11 1GN

Reference ID: CC



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