Call Centre Manager

Call Centre Manager

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A dynamic, fast-growing subscription-based entertainment company operating in the prize draw and rewards sector. The business offers everyday excitement through a range of high-value prizes, access to thousands of rewards, and exclusive digital content.

Role Overview

The Call Centre Manager leads our customer support and sales team in a fast-paced environment. The role drives performance against clear targets, optimises conversion and retention, manages productivity and ensures a consistently strong customer experience.
This role is accountable for delivering team sales and retention targets, and for using data and performance management to hit operational and commercial KPIs across our multi-country customer support operations.
Success is measured through performance data, sales outcomes and operational efficiency.

Key Responsibilities

Team Management & Leadership - Lead, manage and motivate call centre agents to deliver consistently strong performance against defined targets
Set clear expectations for productivity, sales performance, and service standards
Conduct regular performance reviews, coaching sessions, and call listening to improve individual and team outcomes
Hold team members accountable for meeting KPIs and performance standards
Support recruitment, onboarding and structured training of new agents
Build a performance-driven culture focused on results, accountability and continuous improvement
Take ownership of team structure, including hiring, performance management, and exiting underperformance where required
Sales Performance & Target Delivery - Own delivery of team sales, retention and revenue targets
Drive sales, retention and upgrade performance across all customer interactions
Ensure agents actively identify and convert opportunities during inbound and outbound contacts
Monitor conversion rates, revenue per agent and sales quality on a daily and weekly basis
Implement structured coaching to improve objection handling, closing rates and customer engagement
Work closely with Marketing and CRM teams to maximise campaign effectiveness and commercial outcomes
Manage performance against clearly defined sales and retention KPIs, taking corrective action when targets are not being met
Operational Oversight - Manage daily call centre operations across both office-based and remote teams in multiple countries
Ensure staffing levels, scheduling and coverage align with demand and business priorities

Monitor key performance indicators, including:

Sales conversion rate
Revenue per agent
Retention rate
Call volumes
Customer satisfaction
Response times
Identify underperformance quickly and implement corrective action

Resolve escalated customer issues or complaints efficiently
Maintain clear ownership of operational performance and cost efficiency across the function
Performance Monitoring & Data Management - Use performance data to manage the operation proactively
Analyse trends in customer behaviour, sales performance and productivity
Produce regular reporting on operational and xwzovoh commercial performance
Identify performance gaps and implement targeted improvement plans
Drive continuous improvement in efficiency, conversion and customer outcomes
Own performance dashboards and ensure decisions are driven by data rather than assumptions
Decision-Making Authority - Authority to recruit, manage performance, and exit team members in line with company policy
Responsibility for delivering operational and commercial performance targets
Authority to implement process, staffing, and workflow changes to improve performance
Ownership of day-to-day operational decisions across the call centre function

What We Offer

Competitive salary (Circa £60,000 base, up to £70,000 OTE)
Performance bonus and commission pay
31 days holiday per year, including public holidays
Working hours Monday to Friday (standard business hours with an early finish on Fridays)
Company pension
Multiple company events each year and regular team rewards
Additional company benefits including lifestyle discounts and rewards