Job Summary

Fidotech Kenya Ltd is seeking a dynamic and experienced Call Center Team Leader with a background in the gaming or betting industry. The successful candidate will oversee a team of call center representatives, ensure efficient operations, maintain high service standards, and drive continuous improvement in customer satisfaction.

YOUR IMPACT:

• Supervise and motivate a team of call center representatives to achieve performance targets.
• Monitor inbound and outbound calls to ensure quality, accuracy, and adherence to company standards.
• Provide coaching, mentoring, and performance feedback to team members.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and analyze reports on team performance, productivity, and customer satisfaction.
• Collaborate with management to implement strategies for improving call center efficiency.
• Stay informed about gaming products, promotions, and regulatory updates.
• Ensure compliance with company policies, industry regulations, and responsible gaming practices.
• Participate in recruitment, onboarding, and training of new call center staff

OUR REQUIREMENTS:

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• Minimum 3 years of experience in a call center leadership role within the gaming or betting industry (mandatory).
  
• Strong leadership, coaching, and people management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Proficiency with CRM and call center management software.
• Ability to analyze data, identify trends, and recommend improvements.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

WHAT WE OFFER:

• Competitive salary and benefits.
• A supportive and dynamic team environment.
• Opportunities for professional growth and development.
• Comprehensive training and ongoing support