Head of Call Center - Betting

About the role

We are looking for a dynamic Head of Call Center to lead our betting operations in Nairobi. The role combines strategic oversight with hands‑on management during the probation period to build a scalable foundation.

Key responsibilities

• Recruit, onboard, train and motivate call centre operators, manage shift schedules and workload planning.
• Monitor and analyse KPIs such as call volume, contact and conversion rates, and deposits, adjusting tactics in real time.
• Conduct call monitoring, coaching, and script optimisation to improve objection handling and conversion.
• Prepare daily summaries and weekly reports, supervise CRM and telephony systems, and collaborate with marketing to enhance lead quality.
• Support VIP customer engagement and drive retention strategies.

Required profile

• Minimum 4 years managing call centres in the gambling, betting or iGaming sector.
• Strong leadership, analytical and communication abilities with high emotional resilience.
• Experience in performance management, KPI tracking and operational planning.

Required skills

• Proficiency with CRM platforms and call‑monitoring tools.
• Advanced Excel/Google Sheets (pivot tables, dashboards).
• Familiarity with Jira, Confluence or similar task‑management tools (preferred).