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    Head of Contact Centre (iGaming)

    Our client a well-established Casino operator is currently searching for an exceptional, Head of Contact Centre (iGaming) to join their energetic team based in Dubai.

    Responsibilities:

    • Lead and manage the contact centre team responsible for customer support, ensuring high-quality service delivery.
    • Develop strategies to optimize customer interaction processes and enhance overall customer experience.
    • Implement and monitor key performance indicators (KPIs) to drive operational efficiency and meet business goals.
    • Analyse contact centre data and customer feedback to identify areas for improvement and provide insights for decision-making.
    • Collaborate with other departments to ensure alignment with overall company objectives and initiatives.
    • Stay informed about industry trends and best practices to continuously improve contact centre operations.
    • Drive a commercial approach to customer service, maximizing revenue opportunities and customer loyalty.

    Requirements:

    • Proven experience in a senior management role within a contact centre environment, preferably in the iGaming industry.
    • Strong understanding of commercial aspects of customer service and ability to drive revenue through customer interactions.
    • Excellent leadership and communication skills, with a track record of building and managing high-performing teams.
    • Analytical mindset with the ability to interpret data and derive actionable insights.
    • Strategic thinking and ability to contribute to the development of business strategies related to customer service.
    • Knowledge of customer service technologies and tools to enhance operational efficiency.
    • Flexibility to adapt to a fast-paced and dynamic work environment.

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