Operations Manager: Sales Contact Center

We are looking for Operations Manager: Sales Contact Center to join the Heroes of Support team.

Heroes of Support - prospective iGaming company that has been operating since 2020. We have around 250 talented and energetic people working from our offices (Cyprus, Malta and Bulgaria) and remotely around the world. We believe in every member of our team and provide them with the best environment to be able to realize their potential in our company.

What we expect of you?

• Building all key processes (recruitment, training, goal setting, motivation, quality control, reporting) for the call centre for all stages of the lifecycle including conversion, retention and reactivation, within the Company
• Taking full responsibility for achieving KPI's
• Creating and establishing policies and procedures within the team
• Mentoring and training the agents within the team
• Main point of contact and providing ongoing support to team members
• Creating and handling the team’s schedules & rosters
• Monitor clients performance and ensure that bonuses are offered in line with business & regulatory requirements
• Work alongside other departments such as CS, CRM & VIP, in order to ensure maximum clients conversion & retention across all brands
• Collaborating with HR with regards to recruitment & onboarding of new team members

What we are after?

• Native/ fluent level of English language.
• Proven managerial experience and previous experience in setting up departments.
• Previous hands-on telesales experience.
• Highly technical and analytical person.
• Proven sales & negotiation skills.
• Positive & motivated individuals who are flexible & adaptable to working in a dynamic environment.
• iGaming experience - will be a big plus.
• Knowledge of other languages - will be a big plus.

What do you get?

• Work in a friendly, young and very dynamic team.
• Private healthcare (after probation period).
• Opportunity for self-development (we provide you with internal and external trainings and carry out monthly 1:1 to discuss your professional development).
• Opportunity for career growth.
• Cosy and comfortable office with snacks and fruits.
• Sports compensation (after probation period).

Think you have what it takes? If you are interested in a career that will challenge and inspire you – we’d love to hear from you!