Partners Group is a multi-brand affiliate program that includes online casinos and betting brands. We are a fast-growing company with over 700 employees worldwide and looking for highly motivated and goal-oriented individuals, who are willing to share their thoughts and ideas with like-minded people and get additional knowledge and experience in return.

We are proud of our diverse and international team, united by a culture of innovation, collaboration, and continuous development. Together, we build a strong community and drive success every day. And currently we are looking for a talented and motivated Call Center Team Lead to manage our outbound sales team in the fast-paced iGaming environment.

About the Role:

You will lead, motivate, and manage a team of agents focused on achieving individual and team KPIs.

Responsibilities:

• Organize and manage the call center operator team;
• Assign tasks and monitor their completion;
• Motivate and develop team members;
• Monitor service quality and ensure compliance with company standards;
• Handle complex or disputed cases, escalating when necessary;
• Enforce customer service rules and procedures;
• Track key performance indicators (KPIs);
• Analyze calls to identify issues and improvement opportunities;
• Prepare regular reports for management;
• Conduct training sessions and workshops;
• Evaluate employee performance and provide feedback;
• Develop professional development and motivation programs;
• Update operator scripts and guidelines;
• Implement new technologies and tools to enhance efficiency;
• Resolve conflicts and customer complaints;
• Analyze customer feedback to improve service quality;
• Collaborate with other teams and departments;
• Ensure customer data confidentiality;
• Support operators in handling aggressive or emotional customers;
• Develop conflict de-escalation scripts, particularly for loss-related cases;
• Train the team on new games, promotions, and bonus programs;
• Quickly implement changes to service rules or terms.

Requirements:

• Proven experience as a Call Center Team Lead or Supervisor (iGaming experience is a plus);
• Strong leadership and coaching skills;
• Fluent in English (spoken and written);
• Excellent communication and interpersonal skills;
• Familiarity with CRM tools and call center systems;
• Strong analytical skills and proactive attitude;
• Ability to thrive in a target-driven environment.

We offer:

• Work in an international product company with offices in Poland, Georgia, Malta, Serbia;
• Remote full-time work or work from a comfortable office, flexible schedule;
• 20 working days of vacation + paid 4 sick days and 1 day off;
• Free online English lessons with a native speaker;
• Compensation for medical insurance, sports, psychological support, and provision of corporate equipment;
• Opportunities for continuous growth and development within the team;
• Support and feedback, teambuilding activities, and participation in the company’s corporate life.