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Recruiting support operators for chat and call channels

Case: Immido & GameDev LLC. Four separate hiring tracks, 1.5 years of periodic recruitment waves, and a pipeline the client could watch candidate by candidate.

Client: GameDev LLC

The project was implemented for GameDev LLC, a company specialising in online games and gambling platforms. The deck's cover carries the Slots City brand, and the client-side team is the Slots City team throughout.

Objective of the partnership

The project had two stated goals:

  • To find customer support specialists for chat and call channels with various language requirements and experience levels.
  • To ensure fast and high-quality selection and preparation of candidates.

Who we were hiring

The client set four separate tracks, each with its own bar. Three of them took candidates with no prior experience; only the VIP role asked for time already served in a call centre or customer service.

Chats / call centres without foreign languages

  • No experience required
  • Fluent Ukrainian
  • Basic computer skills
  • Stress resistance

Chats / call centres with English

  • English - B1+
  • No experience required

Chats / call centres with French

  • English - B1+
  • French - B1+
  • No experience required

VIP manager

  • 6+ months of experience in call centres or customer service
  • Preferably in online sales or VIP support
  • Fluent Ukrainian

How the work ran

One sequence, from the first alignment call to the offer. The deck draws it as a single dashed timeline running across four slides, so the page shows it as the one process it is.

  1. 01

    Request intake and documentation

    During the initial meeting, we aligned on:

    • Hiring goals and approximate volumes
    • Candidate profiles for each language group
    • Work schedules
    • KPIs, and other requirements

    These parameters could be adjusted during the process based on GameDev's evolving needs, and were approved additionally when needed.

  2. 02

    Defining the ideal candidate profile

    For each direction, we defined:

    • Required language proficiency levels
    • Key soft skills - stress resistance, politeness, empathy, handling difficult inquiries
    • Basic technical skills - working with CRM and chat platforms, following scripts
    • Typing speed and writing accuracy, for chat roles

  3. 03

    Vacancy drafting

    Separate, appealing job descriptions were prepared for each language group - clearly outlining requirements, conditions, shift schedules and growth opportunities.

  4. 04

    Job posting and promotion

    • Vacancies were published across multiple platforms and thematic industry channels on messaging apps.
    • On LinkedIn, we used both manual candidate sourcing and job posting - posts and reposts from the company page.
    • We also leveraged our internal candidate database.

  5. 05

    Selection criteria and screening

    We created an evaluation form with sections for:

    • Language - online test or interview
    • Technical skills and typing speed for chat roles
    • Communication and handling objections or conflicts
    • Motivation, and fit with the schedule and conditions

    Preliminary interviews were conducted via Google Meet with video. For chat positions we used the client's own test assignment - dialogue simulation, inquiry processing, spelling and grammar questions, and a typing speed test. We decided who received the test based on screening results; the client reviewed the completed assignments.

How the client stayed in the loop

The client saw the pipeline as it moved, without being pulled into every step:

  • A shared Google Sheet, accessible to the Slots City team, was created with fields for contacts, languages, interview notes, status and recommendations.
  • Each time a candidate was added, we notified GameDev's team via dedicated work chats, sending resumes and short summaries - strengths, risks, and next-step recommendations.
  • Only key decisions - final interviews and offers - were agreed upon with the client; operational steps were managed independently to accelerate the process.

Results

64offers made. In total, 162 candidates were submitted across all chat and call-centre tracks.
The engagement ran as periodic waves rather than one continuous search.
Project in numbersResult
Candidates submitted, all chat and call-centre tracks162
Offers made64
Project duration1.5 years of periodic recruitment waves
Length of each short campaign1-4 weeks

Offers by language track

The same 64 offers, split by the track the candidate went into.

  • 48without foreign languages - Ukrainian-language chats and call centres.
  • 15with English, B1+ and above.
  • 1with French - French B1+, English B1+.

Conclusion

The project was implemented on time and consistently throughout the collaboration.

A clear candidate profile, separate vacancies for each language group, a mix of job postings and manual LinkedIn sourcing, and transparent communication through shared spreadsheets and work chats ensured fast and high-quality recruitment.

As a result, GameDev LLC consistently received the required number of operators, which improved the speed and quality of customer service.

Need operators in more than one language?

Tell us the tracks, the language bar and the volume, and we will tell you what a wave looks like - how long it runs, and what lands at the end of it.

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