Call Center Transformation Lead

A company is looking for a Call Center Transformation Lead.

Key Responsibilities

Conduct a full audit of call center operations and identify performance gaps

Prepare and present a transformation plan with metrics and improvement roadmap

Redesign team structure and workflows, and implement a unified reporting system

Required Qualifications

5+ years of experience in call center management or transformation

Proven record of scaling or reorganizing call centers of 20+ agents

Experience with CRM and dialer systems

Experience in the iGaming domain

Strong analytical and process optimization skills