Head of Outbound jobs in United States
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Growe ยท 1 hour ago

Head of Outbound

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level
date5+ years exp

Growe is seeking a Head of Outbound to lead and transform their call center operations. The role involves conducting audits, preparing transformation plans, redesigning team structures, enhancing quality control, and implementing reporting systems to optimize performance.

Management Consulting

Responsibilities

Conduct a full audit of call center operations (scripts, databases, KPIs, processes, tools) and identify key performance gaps and optimization opportunities
Prepare and present a transformation plan with baseline metrics and improvement roadmap
Redesign team structure and workflows aligned with the acquisition model; assess agent performance and optimize headcount
Develop and refine call scripts; enhance quality control, feedback, and coaching frameworks
Implement a unified reporting system with clear visibility on core KPIs (calls, conversions, efficiency, lead utilization)
Collaborate with BI and CRM teams to ensure data accuracy and actionable insights
Evaluate and upgrade call tools and technologies
Introduce a KPI-based incentive model; foster a high-performance, feedback-driven culture with clear career paths

Qualification

Call center managementCRM systemsData-driven mindsetIGaming experienceLeadership abilitiesAnalytical skillsProcess optimizationOrganizational skills

Required

5+ years of experience in call center management or transformation (preferably in sales/acquisition-driven environments)
Proven record of scaling or reorganizing call centers of 20+ agents
Experience with CRM and dialer systems (HubSpot, Pipedrive, Zoho, etc.)
Excellent leadership and coaching abilities
Data-driven mindset with strong reporting and communication skills
Experience in iGaming domain
Strong analytical and process optimization skills
Adapt easily to a dynamic environment with shifting priorities
Take ownership, stay organized, and act proactively

Company

Growe

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Growe is a leading business advisory and services group in iGaming and Entertainment. We are creators of strategies that work and solutions that scale.
dateFounded in 2019
location
Warsaw , PL
people-size501-1000 employees
web-link
https://growe.com/

Funding

Current Stage
Late Stage
Company data provided by crunchbase