Team Lead

17 hours ago

Serbia Neo Group Full time €40,000 - €60,000 per year

About the Role:
We are seeking an experienced, multilingual Call Center Team Lead to manage and guide a team of outbound agents in the fast-paced online casino environment. The ideal candidate is fluent in English plus would benefit a candidate knowledge of another language such as German, Italian, Turkish. Performance-driven, and passionate about leading teams to success in a results-focused sales setting.

Key Responsibilities:

  • Lead, motivate, and manage a team of sales agents to achieve individual and team KPIs
  • Monitor and evaluate daily performance, providing coaching and feedback
  • Track call metrics, conversion rates, and performance reports
  • Conduct regular one-on-ones, training sessions, and team meetings
  • Support agents in resolving escalated customer issues
  • Collaborate with management on strategy, reporting, and campaign planning
  • Ensure high-quality customer engagement and compliance with company policies
Requirements
  • Proven experience as a call center team lead or supervisor (iGaming or online casino experience is highly preferred)
  • Strong leadership and coaching abilities
  • Fluent in English (spoken and written)
  • Another language would be plus - Italian, Turkish, German
  • Excellent communication and interpersonal skills
  • Familiarity with CRM tools and call center systems
  • Strong analytical skills and a proactive attitude
  • Ability to thrive in a target-driven environment

What We Offer:

  • Competitive base salary + team performance bonuses
  • A fast-growing, dynamic, and international work environment
  • Ongoing training and career development opportunities
  • The opportunity to lead a high-performing team in the online gaming industry
  • Remote working options

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