At a Glance
- Tasks: Lead and motivate a dynamic call centre team to achieve sales and retention targets.
- Company: Fast-growing entertainment company offering exciting prizes and rewards.
- Benefits: Competitive salary, performance bonuses, 31 days holiday, and lifestyle discounts.
- Other info: Enjoy a supportive culture with opportunities for professional growth.
- Why this job: Join a vibrant team and make a real impact in customer support 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.
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 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 in London employer: Executive Recruit
Join a dynamic and fast-growing subscription-based entertainment company that thrives on delivering excitement through high-value prizes and exclusive rewards. As a Call Centre Manager, you will be part of a vibrant work culture that prioritises performance, accountability, and continuous improvement, while enjoying competitive salaries, generous holiday allowances, and numerous team-building events. With a strong focus on employee growth and development, this role offers the unique opportunity to lead a diverse team across multiple countries, driving both personal and professional success in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and join relevant online groups. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios specific to call centre management. Role-play with a friend or use online resources to sharpen your responses and boost your confidence.
✨Tip Number 3
Showcase your leadership skills! During interviews, share examples of how you've motivated teams, driven performance, and tackled challenges. Highlighting your experience will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our dynamic team!
We think you need these skills to ace Call Centre Manager in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Call Centre Manager role. Highlight your experience in team management, sales performance, and operational oversight. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our dynamic environment. Share specific examples of how you've driven performance and improved customer experiences in previous roles.
Showcase Your Data Skills:Since we rely heavily on data to drive decisions, make sure to highlight your experience with performance monitoring and data management. We love candidates who can use data to identify trends and implement improvements!
Apply Through Our Website:We encourage you to apply directly 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 team!
How to prepare for a job interview at Executive Recruit
✨Know Your Numbers
As a Call Centre Manager, you'll need to be data-savvy. 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
Prepare to talk about your approach to team management. Think of specific examples where you've motivated your team or turned around underperformance. Highlight your experience with coaching and performance reviews, as these are crucial for this role.
✨Understand the Business
Familiarise yourself with the company's offerings and market position. Knowing their products and how they engage customers will help you demonstrate your fit for the role. Be prepared to suggest ways you could enhance customer engagement and retention.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios related to managing escalated customer complaints or improving team performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
