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Sales Representative Team Leader (Arabic Speaker)
Department: VIP / Sales
Industry: iGaming
Reports To: VIP Team Leader / Sales Manager
Employment Type: Full-time
Location: Belgrade, Serbia
Work Arrangement: On-site, office-based
Schedule: Rotational shifts, including evenings, weekends, and public holidays when required.
Workanova is a global BPO customer experience specialist, providing exceptional customer care, sales, technical support, and back-office services. With clients across the Fintech, iGaming, and eCommerce industries, we operate in over 10 languages and are committed to delivering outstanding support around the clock.
Role Summary:
The Sales Representative Team Leader is responsible for leading, coaching, and developing a team of Sales Representatives supporting Arabic-speaking players. The role requires a strong background in sales and the iGaming industry, with proven experience driving player acquisition, retention, reactivation, and revenue performance. The Team Leader is responsible for ensuring high standards of player experience, compliance, operational efficiency, and achievement of team sales targets. The position also serves as the first point of escalation for team-related operational and player issues while promoting a high-performance sales culture.
Key Responsibilities:
- Lead, supervise, mentor, and support a team of Sales Representatives.
- Monitor daily team performance against sales, retention, engagement, reactivation, and revenue targets.
- Conduct regular coaching sessions, feedback meetings, and performance reviews.
- Develop team members' sales skills, objection handling techniques, negotiation abilities, and player engagement strategies.
- Review call quality, CRM documentation, and player interactions to ensure quality and compliance standards are maintained.
- Ensure all player interactions, follow-up actions, and account notes are accurately documented in CRM systems.
- Support recruitment, onboarding, training, and development of new team members.
- Create and monitor action plans to improve individual and team performance.
- Act as the first point of escalation for complex player queries and operational challenges.
- Coordinate with Customer Support, Payments, Risk, Fraud, Compliance, and other internal departments when required.
- Ensure effective execution of campaigns, promotions, tournaments, VIP initiatives, and retention activities.
- Analyze team performance data and identify opportunities to improve conversion, retention, engagement, and productivity.
- Prepare and present performance reports, insights, and recommendations to management.
- Ensure compliance with company policies, regulatory requirements, responsible gaming standards, and data protection obligations.
- Conduct team meetings and communicate business updates, campaigns, and process changes.
- Promote a positive, accountable, performance-driven sales culture.
- Manage attendance, scheduling, productivity, and workforce planning in coordination with management.
- Support employee engagement, development, succession planning, and career growth within the team.
Requirements:
- Fluency in Arabic, both written and spoken.
- Good working proficiency in English.
- Minimum 2 years of experience in Sales, Retention, Reactivation, VIP Management, or Account Management within the iGaming industry.
- Minimum 1-2 years of experience leading, coaching, supervising, or managing a sales team, preferably within iGaming.
- Strong understanding of iGaming player lifecycles, retention strategies, VIP engagement, and revenue growth initiatives.
- Proven ability to achieve and drive sales and performance targets.
- Strong leadership, coaching, and people management skills.
- Excellent communication, negotiation, and relationship-building abilities.
- Strong analytical skills with the ability to interpret performance metrics and identify improvement opportunities.
- Experience working with CRM systems and performance reporting tools.
- Ability to handle escalations and make sound operational decisions.
- Strong organizational skills and attention to detail.
- Results-driven mindset with the ability to motivate and develop a high-performing sales team.
- Ability to work rotational shifts from the Belgrade office.
Key Performance Areas:
- Team Sales Performance
- Revenue Growth
- Player Retention & Reactivation Results
- Team Productivity & Activity Levels
- Call Quality & Compliance
- CRM Documentation Accuracy
- Employee Development & Coaching Effectiveness
- Escalation Management
- Attendance & Schedule Adherence
- Customer Experience Standards
- Team Engagement & Performance Improvement.
We Offer:
- Competitive salary with attractive commission structure.
- Opportunity to work in a growing international company.
- Career development and training opportunities.
- Dynamic and supportive team culture.
- Private healthcare plan.
- Happy hour.
