Job description:
About the Role
We are looking for an experienced Client Relationship Manager/ Call Center Team Leader to manage and motivate a team of telesales agents driving player acquisition, conversion, and retention.
Key Responsibilities
- Lead, coach, and manage a team of telesales agents to achieve daily, weekly, and monthly KPIs (conversion rates, deposit volumes, retention/reactivation targets, call quality)
- Monitor call quality, provide real-time coaching, and conduct regular call reviews and feedback sessions
- Develop and implement outbound sales scripts and campaigns tailored to player segments (new sign-ups, dormant players, VIPs)
- Track team performance against targets and report results to senior management
- Handle escalations and complex player queries requiring senior intervention
- Collaborate with CRM, marketing, and VIP teams to align outbound campaigns with promotions and player lifecycle strategies
- Manage staff scheduling, attendance, and performance reviews
- Recruit, onboard, and train new telesales agents
- Maintain up-to-date knowledge of products, promotions, and licensing/jurisdictional requirements relevant to the markets served
- Drive a high-performance, compliant, and player-focused sales culture within the team
Requirements
- Minimum 2–3 years of experience in a telesales/telemarketing role(required)
- At least 3 years of experience in a team leadership or supervisory role
- Proven track record of meeting or exceeding sales/retention KPIs
- Experience with CRM systems and dialer/telephony platforms
- Excellent communication, coaching, and people-management skills
- Ability to work in a fast-paced, target-driven environment
- Fluency in Burmese \& English (required)
What We Offer
- Competitive base salary plus performance-based bonus/commission structure
- Full-time remote job
Job Type: Full-time
Work Location: Remote
Arabic
Chinese
French
Russian
Spanish