At a Glance
- Tasks: Lead and motivate a dynamic call centre team to achieve sales and retention targets.
- Company: Fast-growing subscription-based entertainment company in the prize draw sector.
- Benefits: Competitive salary, performance bonuses, 31 days holiday, and lifestyle discounts.
- Other info: Enjoy a supportive culture with opportunities for career growth and regular team events.
- Why this job: Join a vibrant team and make a real impact in customer experience and sales.
- Qualifications: Experience in team management and a passion for driving performance.
The predicted salary is between 60000 - 70000 € per year.
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.
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 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
Call Centre Manager employer: Executive Recruit
As a Call Centre Manager at our dynamic and fast-growing subscription-based entertainment company, you will thrive in a vibrant work culture that prioritises performance, accountability, and continuous improvement. We offer competitive salaries, generous holiday allowances, and numerous opportunities for professional growth, all while working in a supportive environment that celebrates team achievements and fosters employee engagement. Join us to lead a motivated team in delivering exceptional customer experiences and driving sales success across multiple countries.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager
✨Tip Number 1
Get to know the company inside out! Research their values, products, and recent news. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to call centre management. Think about how you would handle specific challenges and be ready to share your strategies.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Call Centre Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Call Centre Manager role. Highlight your experience in team management, sales performance, and customer service. We want to see how you’ve driven results in previous roles!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a call centre team and how your skills align with our goals. Keep it engaging and relevant to the job description.
Showcase Your Data Skills:Since we’re all about performance data, make sure to mention any experience you have with analysing trends and using data to drive decisions. We love candidates who can back up their claims with numbers!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our dynamic team!
How to prepare for a job interview at Executive Recruit
✨Know Your Numbers
As a Call Centre Manager, you'll need to be comfortable with data. Brush up on key performance indicators like sales conversion rates and customer satisfaction scores. Be ready to discuss how you've used data in the past to drive team performance and improve outcomes.
✨Showcase Your Leadership Style
This role is all about leading a team, so think about your leadership style and how you motivate others. Prepare examples of how you've successfully managed teams, conducted performance reviews, and implemented coaching strategies to boost sales and retention.
✨Understand the Business
Familiarise yourself with the company's offerings in the prize draw and rewards sector. Be prepared to discuss how you can enhance customer experience and drive sales through effective team management. Showing that you understand their business model will set you apart.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about how you would handle underperformance or resolve escalated customer issues. Practising these scenarios will help you articulate your thought process and decision-making skills during the interview.
