Call Centre Manager - Arabic Speaking

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