Call Centre Manager - Arabic Speaking

buscojobs España; Madrid; Presencial; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A dynamic iGaming Operator seeks an Arabic-speaking Call Centre Manager in Madrid. The role involves leading a team to convert high-intent leads into customers, optimizing performance against KPIs, and ensuring compliance with industry standards. Ideal candidates will possess strong leadership skills, fluency in Arabic and English, and experience in iGaming or related sectors.

Formación

• Fluent in Arabic and English, both written and spoken.
• Minimum 2 years of management experience in a call centre environment.
• Experience in the iGaming, Casino, Sportsbook, or Forex sectors.

Responsabilidades

• Manage a team of 5-10 agents to convert leads into depositors.
• Monitor team performance against KPIs and sales targets.
• Conduct performance reviews and coaching sessions.

Conocimientos

Leadership

Communication

Analytical Skills

Time Management

Herramientas

CRM systems

Descripción del empleo

Our client, a well established iGaming Operator, is seeking an Arabic speaking Call Centre Manager to join their team in Madrid.

This role is focused solely on converting high-intent leads into depositing customers, managing a team of 5-10 agents. The right candidate will have a native level of Arabic , a high level of English, and solid management experience in a call centre environment within the iGaming, Casino, Sportsbook, or Forex industry.

Key Responsibilities :

• Lead and manage a team of 5-10 Acquisition Agents focused on converting interested leads into first-time depositors.
• Monitor and optimize team performance against defined KPIs and conversion targets.
• Conduct regular coaching, performance reviews, and feedback sessions to ensure high team productivity.
• Analyse team reports, sales funnels, and CRM data to identify opportunities and improve lead conversion.
• Collaborate closely with the CRM, Retention, and Marketing departments to align acquisition strategies.
• Develop acquisition scripts, call flows, and objection handling techniques tailored to Arabic-speaking markets.
• Drive a performance culture that is bonus-driven and thrives under pressure
• Ensure compliance with internal and regulatory standards during all customer interactions.
• Assist in recruitment, onboarding, and training of new team members.

Requirements :

• High level of English (written and spoken) - Mandatory
• Proven experience in managing acquisition or sales teams in a call centre environment -Minimum 2 years in a managerial role
• Background in iGaming, Online Casino, Sportsbook - Highly preferred
• Experience in Forex acquisition teams - Strong advantage
• Deep understanding of CRM systems, call flows, pipelines, and lead conversion strategies.
• Strong leadership, coaching, and motivational skills.
• Ability to work with performance metrics, KPIs, and sales incentives.
• Excellent communication and analytical skills.
• Strong organizational and time management abilities.
• Ability to thrive in a fast-paced, target-driven environment.

Preferred Qualifications :

• Based in Madrid or elsewhere in Spain - Highly preferred
• Willingness to relocate to Madrid if based in another European country

Interested to hear more about it? Apply directly or reach out on