Supervise the Turkish-speaking call center team, owning shift coverage, quality and escalations in a 24/7 operation.
About the role
We are looking for a Turkish-speaking Call Center Lead to supervise our front-line team serving Turkish-speaking players. You will own day-to-day shift operations, quality assurance and the handling of escalated cases, ensuring players always receive a fast and professional experience.
You will combine hands-on support with people leadership, keeping a 24/7 operation running smoothly. The role is based on-site in Malta.
Responsibilities
- Supervise and support a team of Turkish-speaking call center agents
- Own shift planning and ensure adequate coverage across a 24/7 operation
- Handle escalated calls and complex player issues
- Monitor call quality, response times and customer satisfaction
- Coach agents and run regular feedback and training sessions
- Maintain reporting on team productivity and player feedback
- Collaborate with the wider customer support and operations teams
Requirements
- Native or C1-level Turkish and fluent English
- 3+ years of call center / customer support experience, including team supervision
- Experience in iGaming or a 24/7 contact center is a strong plus
- Strong leadership, organisation and problem-solving skills
- Excellent verbal and written communication
- Ability to work and lead across rotating shifts (24/7)
- Valid EU passport / right to work in Malta
Benefits
- Relocation package including flight and initial hotel accommodation
- Help with finding accommodation (agency fee support)
- Modern office workspace in Malta
- Shift allowances for rotating 24/7 coverage
- Private health insurance
- Leadership development and career progression
- Young and international work environment