Call Center Transformation Lead

GROWE is seeking a Call Center Transformation Lead to audit and optimize call center operations, redesign team structure, and enhance performance. This role involves developing call scripts, implementing reporting systems, upgrading technologies, and fostering a high-performance culture. Candidates need 5+ years in call center management, experience scaling teams of 20+ agents, and proficiency with CRM/dialer systems, ideally within the iGaming domain.

Must Have

• Conduct a full audit of call center operations (scripts, databases, KPIs, processes, tools)
• Prepare and present a transformation plan with baseline metrics and improvement roadmap
• Redesign team structure and workflows aligned with the acquisition model
• Develop and refine call scripts; enhance quality control, feedback, and coaching frameworks
• Implement a unified reporting system with clear visibility on core KPIs
• 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
• 5+ years of experience in call center management or transformation
• 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

Good to Have

• Strong analytical and process optimization skills
• Adapt easily to a dynamic environment with shifting priorities
• Take ownership, stay organized, and act proactively

##### Perfect for those who aim to:

• 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.

##### Experience you’ll need to bring:

• 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.

##### It's a perfect match if you have those personal features:

• Strong analytical and process optimization skills;
• Adapt easily to a dynamic environment with shifting priorities;
• Take ownership, stay organized, and act proactively.