Are you a people-first leader with a passion for performance and team success? Join a fast-growing international company in the iGaming space as our next Call Center Team Lead in Nairobi.
What You’ll Do:
- Lead a small but growing team of support agents in a dynamic and fast-paced call center environment
- Monitor and drive performance through clear KPIs (response time, resolution rate, quality scores, etc.)
- Train, mentor, and coach team members to deliver top-tier customer service
- Build strong, trust-based team culture rooted in accountability and collaboration
- Organize and manage rotating shifts, ensuring optimal coverage across time zones
- Collaborate with operations and management to continuously improve workflows and service quality
- Lead by example — jumping into live support when needed and showing how it’s done
- Handle escalations professionally, always looking for the best solution for both the customer and the company
- Provide regular reports and feedback to management on team performance, challenges, and wins
What We’re Looking For:
- Proven experience as a Team Leader or Senior Agent in a call center environment
- Strong communication skills in English and Swahili (written & spoken)
- Hands-on experience coaching, motivating, and growing support teams
- Confident decision-maker with great problem-solving skills
- Comfortable working in rotating shifts, including weekends or holidays as required
- Tech-savvy and adaptable to new tools, CRMs, and workflows
- Bonus if you’ve worked in the iGaming, betting, or digital entertainment industries
Why Join Us:
- Competitive local salary
- Dynamic and supportive team culture
- Growth potential within a global company
- Opportunity to shape team culture from the ground up
- Modern office in Westlands, Nairobi
If you’re ready to grow into a bigger leadership role and want to be part of something exciting in the iGaming space — we’d love to meet you.
