Requirements: English, Arabic
Company: Exacta Solutions Ltd
Region: Madrid , Community of Madrid
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:
- Native-level Arabic - Mandatory
- 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 stephanie.anastasi@exactasolutions.com