Call Center Transformation Lead

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October 28

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Growe

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Gaming • B2B • Entertainment

Growe is a dynamic company that boldly operates in the iGaming and Entertainment industries. Its mission is to unlock potential and create opportunities by launching new iGaming brands across Asia and Latin America. Gathered expertise from diverse markets allows Growe to unite brands globally and enhance the gaming experience, making it a key player in the growth of the industry.

501 - 1000 employees

Founded 2019

🎮 Gaming

🤝 B2B

📋 Description

• Conduct a full audit of call center operations (scripts, databases, KPIs, processes, tools) and identify key performance gaps and optimization opportunities; • Prepare and present a transformation plan with baseline metrics and improvement roadmap; • Redesign team structure and workflows aligned with the acquisition model; assess agent performance and optimize headcount; • Develop and refine call scripts; enhance quality control, feedback, and coaching frameworks; • Implement a unified reporting system with clear visibility on core KPIs (calls, conversions, efficiency, lead utilization); • Collaborate with BI and CRM teams to ensure data accuracy and actionable insights; • Evaluate and upgrade call tools and technologies; • Introduce a KPI-based incentive model; foster a high-performance, feedback-driven culture with clear career paths.

🎯 Requirements

• 5+ years of experience in call center management or transformation (preferably in sales/acquisition-driven environments); • Proven record of scaling or reorganizing call centers of 20+ agents; • Experience with CRM and dialer systems (HubSpot, Pipedrive, Zoho, etc.); • Excellent leadership and coaching abilities; • Data-driven mindset with strong reporting and communication skills; • Experience in iGaming domain.