Call Center Team Leader (Turkish & English)

About Us

Meritus Georgia LLC, founded in 2022 and now rebranded as Mplus Georgia, proudly stands as a pivotal member of Mplus Group, the foremost Business Process Technology Outsourcing (BPTO) organization in Southeast Europe. With a commitment to innovation and excellence, Mplus Georgia has swiftly grown to employ a dedicated team of over 100 professionals engaged in multiple projects.

At Mplus Georgia, we embrace a flexible work culture, offering various working options including remote work, office-based, and soon, a hybrid model. Join our growing team and take the next step in your leadership career! Position: Customer Support Team Leader – Betting Project (Turkish & English) Responsibilities: Lead, motivate, and supervise a team of customer support representatives working on an online betting platform.

Monitor daily operations and ensure high-quality customer service via live chat and offline messaging. Track team performance, productivity, and key performance indicators (KPIs). Provide regular coaching, feedback, and training to team members. Handle escalated customer inquiries and support agents in resolving complex issues.

Prepare performance reports and communicate results to management. Ensure compliance with company policies, procedures, and quality standards. Coordinate shift schedules and ensure smooth 24/7 operations.

Requirements

Minimum 1 year of experience as a Team Leader or Supervisor in customer support, call center, or a similar environment. Turkish: Minimum B2 level. English: Minimum B1 level. Previous experience in online betting, gaming, or iGaming projects is a plus. Strong leadership, communication, and problem-solving skills. Ability to manage team performance and work under pressure.

Good organizational and time-management skills. Experience with live chat support systems and performance monitoring tools is an advantage. Working Hours: 24/7 operation with shifts based on German time. Live chat support until midnight. Offline message support between 00:00 and 09:00 (German time). Flexibility to work in rotating shifts, including weekends and holidays.

Join Mplus Georgia! Become part of a growing international company where teamwork, leadership, and professional development are valued. Take the opportunity to lead a dynamic customer support team and contribute to the success of our betting project.