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- Tasks: Lead and motivate a dynamic call centre team to achieve sales and retention targets.
- Company: Fast-growing entertainment company in the prize draw and rewards sector.
- Benefits: Competitive salary, performance bonuses, 31 days holiday, and lifestyle discounts.
- Other info: Enjoy a fun work culture with regular team events and excellent career 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 Southall employer: Executive Recruit
Contact Detail:
Executive Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Manager in Southall
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach during interviews 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 even lead to referrals, which can really boost your chances.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Call Centre Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the role!
We think you need these skills to ace Call Centre Manager in Southall
Some tips for your application 🫡
Read the Job Description Carefully: Before you dive into your application, take a moment to thoroughly read the job description. It’s packed with info about what we’re looking for in a Call Centre Manager, so make sure you understand the key responsibilities and requirements.
Tailor Your CV and Cover Letter: When applying, don’t just send a generic CV. Tailor it to highlight your experience in team management, sales performance, and customer service. Show us how your skills align with our needs and why you’d be a great fit for our dynamic team!
Show Off Your Data Skills: Since we love data-driven decisions, make sure to mention any experience you have with performance monitoring and analysis. Highlight how you've used data to improve team performance or customer satisfaction in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the necessary documentation right there!
How to prepare for a job interview at Executive Recruit
✨Know Your Numbers
Before the interview, brush up on key performance indicators relevant to call centres. Be ready to discuss how you've driven sales and retention in previous roles, and have specific examples of targets you've met or exceeded.
✨Showcase Your Leadership Style
Prepare to talk about your approach to team management. Think of examples where you've motivated a team, handled underperformance, or implemented training programmes. Highlight how you foster a performance-driven culture.
✨Understand the Business
Research the company’s products and services thoroughly. Familiarise yourself with their customer base and market position. This will help you tailor your answers and demonstrate your genuine interest in the role and the company.
✨Data-Driven Decision Making
Be prepared to discuss how you use data to inform your decisions. Bring examples of how you've analysed performance metrics to improve operations or sales outcomes. This shows that you can make informed decisions that align with business goals.