Telesales Team Lead

We are a fast-growing iGaming company operating in regulated markets, focused on delivering premium online casino and gaming experiences. We combine data-driven CRM, high-touch VIP management, and performance marketing to drive player engagement, retention, and long-term value. Our team builds scalable sales and VIP operations with a strong focus on player relationships, personalization, and sustainable revenue growth.

Telesales & FTD Conversions
• Lead a team of telesales executives to drive & scale calling activity for FTD conversions
• Own the end-to-end process of telesales calling for various segments: cold calling, warm leads, Signup leads & Retained clients
• Managing the team’s performance through continuous improvements in process, pitch & coordination with other teams

VIP Management
• Execute the overall VIP strategy aligned with company growth and revenue objectives
• Follow the defined VIP segmentation & leverage the program benefits to grow VIP revenue
• Continuously optimize VIP offerings based on player behavior, market trends, and ROI

Player Relationship Management
• Build and maintain strong relationships with high-value and ultra-high-value players
• Ensure personalized, white-glove service and tailored gaming experiences
• Handle escalations and complex VIP player issues with discretion and professionalism

Team Leadership
• Lead, train, and manage telesales executive & VIP RMs
• Set KPIs, performance targets, and retention goals for the entire team
• Foster a high-performance, player-centric culture
• Collaborate with CRM, Marketing, and Product teams on VIP promotions and events

Data & Reporting
• Own the reporting of Telesales team with detailed information on segments & players
• Prepare daily, weekly & monthly report of calling campaigns with insights
• Use insights to discuss way forward with manager for continuous improvement

Qualifications & Experience
• 5+ years of total work experience & minimum 2 year experience in online gaming, iGaming, betting, or casino operations
• Proven experience of min 1 year of managing the team of telesales/retention/VIP
• Strong leadership and people-management skills
• Deep understanding of player behavior, CRM systems, and retention strategies
• Data-driven mindset with strong analytical skills
• Excellent communication, negotiation, and relationship-building abilities
• Experience working in regulated gaming markets
• Multilingual capabilities: English, Hindi & any regional Indian language will be a plus