Head of Call Centre Performance

Location Costa Rica, South America
Job Type Permanent
Salary Flexible to attract
Reference 30087

Head of Call Centre Performance – Costa Rica – iGaming Operator

Our client, a leading iGaming operator are realigning their customer operations centre and have a need to hire an individual to focus on improving the employee’s performance.


  • Experience of providing structured plans and setting clear objectives that implements strategy and drives delivery within a contact centre department.
  • Experience of creating a culture of learning, to maintain a capable and high performing workforce
  • Experience of managing multi-channel operational service centres in large complex organisations
  • Demonstrates a passion for customers, Learns and shares knowledge, inspires others to achieve better outcomes
  • Ability to interpret customer insight/analytics and feedback to review and improve the customer experience
  • Experience of developing teams that takes account of the needs of various stakeholder groups and supports customer and organisational needs
  • Excellent interpersonal skills. Proven ability to negotiate and persuade and build and maintain effective working relationships at all levels
  • Ability to communicate with, engage and influence team members, customers, partners and stakeholders,
  • Develop, implement and monitor a performance management framework that accurately measures team performance in operational and service areas including use of complaints data
  • Manage, motivate and develop employees through effective performance management. Ensure you meet and exceed your team and individual performance. Encourage a culture of ownership within employees.
  • Take responsibility for the training and development program of the team, working with organisational development teams & Team leaders to execute.
  • Monitor customer demand and workflow, prioritising resources where required.
  • Ensure that all staff complies with security, Data Protection and confidentiality policies at all times.
  • Monitor the changing needs of the service, liaising with internal and external customers to assess areas for improvement to develop strategies to address this.


  • Demonstrable experience in managing performance within a large operations and service centre 150 employees plus
  • Excellent people-management experience
  • Ideally qualified in Green Belt or Black Belt Six Sigma


Next Steps:

This position requires full relocation to Costa Rica, the client will provide assistance and all visas.  If this is something you can consider please apply.

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