Call Center Agent
GAIA
Team Lead – Online Call Center
Neo Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇩🇪 Germany
Visit company websiteJob Level
Senior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center managementperformance trackingKPI monitoringcoachingcustomer issue resolutionanalytical skillstarget-driven environment
Soft skills
leadershipcommunicationinterpersonal skillsmotivationfeedback provisionproactive attitude
