Outbound Team Leader

About the role

The Outbound Team Leader will head the Outbound & Reactivation team, driving player engagement, retention and reactivation through outbound B2C calls. This role sits at the intersection of marketing execution, CRM, and revenue performance, ensuring outbound activities align with campaigns and lifecycle strategies.

Key responsibilities

• Lead and manage the Outbound & Reactivation team, setting clear goals, KPIs and sales targets.
• Monitor team performance, track metrics and report progress to senior management.
• Conduct regular one‑on‑one coaching sessions and provide continuous feedback.
• Build strong relationships with team members to foster trust, engagement and a high‑performance culture.
• Oversee agents making outbound B2C calls to inactive players, ensuring efficient lead usage and optimal productivity.
• Run daily team meetings to align on targets, priorities and performance.
• Prioritise outbound efforts based on player value, campaign focus and business needs.
• Organise schedules, shifts and holiday approvals while maintaining compliance with company and client expectations.
• Collaborate closely with Marketing, CRM, VIP and Operations teams to align outbound activity with ongoing campaigns, product launches and promotions.
• Translate marketing initiatives into clear, actionable talking points for agents.
• Monitor and review calls to maintain high‑quality standards and ensure compliance with licensing regulations, GDPR and internal procedures.
• Maintain and document processes within the internal knowledge base.

Required profile

• Proven experience leading outbound call‑center or reactivation teams.
• Strong analytical mindset with the ability to set, track and achieve performance KPIs.
• Excellent communication, coaching and interpersonal skills.
• Ability to work collaboratively across Marketing, CRM and Operations functions.
• Solid understanding of compliance requirements such as GDPR and licensing regulations.
• Professional ethics and a results‑driven attitude.

Required skills