N1 Partners Group is a multi-brand iGaming affiliate program operating online casinos and sports betting brands across Tier-1 markets. With 800+ employees globally, we're scaling our operations and building teams that drive measurable growth in competitive markets.
We are looking for a talented and motivated Head of Contact Center / Call Center Team Lead to manage our outbound sales team in the fast-paced iGaming environment. This role is ideal for a hands-on leader who knows how to drive results across Tier-1 markets.
What You’ll Do:
- Lead, scale, and optimize our call center team: allocate tasks, monitor KPIs, provide coaching, and drive motivation;
- Maintain service quality: monitor calls, handle escalations, resolve issues, and uphold premium standards;
- Analyze KPIs, call data, and customer feedback to produce actionable insights for management;
- Train team on products, bonuses, promotions, scripts, and de-escalation techniques;
- Implement and optimize AI dialers, CRM workflows, and automation to improve efficiency and conversions;
- Directly manage VIP/High-Roller outreach, with calls as the core acquisition and retention;
- Ensure compliance with Tier-1 regulations and gambling standards;
- Collaborate with product, retention, and marketing teams in a dynamic environment.
What We’re Looking For:
- Proven experience as Call Center Team Lead or Head of Contact Center in iGaming;
- Success managing teams of 10+ agents;
- Hands-on knowledge of Tier-1 GEOs, licenses, and gambling regulations;
- Expertise with AI dialers, CRM systems, and call-based VIP/High-Roller communication;
- Fluent Russian and English (spoken and written);
- Strong leadership, coaching, analytical, and communication skills;
- Proactive approach suited to high-pressure, KPI-driven settings.
What We’re offer:
- Official employment with the opportunity to work remotely from anywhere in the world;
- Remote full-time work or work from a comfortable office, flexible schedule;
- A professional community to realize bold ideas, grow skills, and share experience;
- A high-quality product with in-house design, a strong team, and an established, stable brand;
- 20 working days of vacation + paid 4 Sick Days and 1 Day Off per calendar year;
- Free online English lessons with a native speaker;
- Training, internal meetings, participation in international professional conferences and corporate events.