At a Glance
- Tasks: Lead and develop high-performing sales and service teams in a dynamic contact centre.
- Company: Fast-growing digital business focused on customer experience and innovation.
- Benefits: Competitive salary with bonus potential, 31 days holiday, and early finishes on Fridays.
- Other info: Enjoy team events, incentives, and a supportive culture in a fast-paced setting.
- Why this job: Make a real impact in a performance-driven environment while leading diverse teams.
- Qualifications: Proven experience in managing sales-led contact centre teams and data-driven performance.
The predicted salary is between 60000 - 80000 € per year.
Monday to Friday | Early Finish Fridays
The Business
A high-growth, customer-led digital business operating within the subscription and membership space. They’ve built a strong consumer offering combining entertainment, rewards and premium experiences, and are now scaling their customer operations function to support continued growth. With a significant investment into systems, people and performance, this is a business that is pushing hard over the next 12–24 months.
The Role
This is a key leadership position within the operation, responsible for driving performance across a multi-channel contact centre environment. You’ll take ownership of both UK-based and international teams, ensuring delivery against clear commercial and operational targets. This is a hands-on role where you’ll be expected to influence performance daily.
Key responsibilities include:
- Leading and developing high-performing sales and service teams
- Driving revenue, conversion and customer retention metrics
- Managing day-to-day contact centre operations across multiple locations
- Monitoring and improving KPIs including productivity, quality and revenue per head
- Identifying performance gaps and implementing improvements quickly
- Working closely with internal teams to optimise campaigns and customer journeys
- Managing escalations and maintaining a strong customer experience
This role is heavily performance-driven – you’ll be accountable for results.
The Candidate
We’re looking for a strong operational leader with a background in fast-paced, target-driven contact centre environments. You will:
- Have a proven track record managing sales-led contact centre teams
- Be highly data-driven and comfortable owning performance metrics
- Have experience improving conversion, retention and team output
- Be confident managing both UK and offshore teams
- Be hands-on with coaching, development and performance management
- Thrive in a fast-moving, commercially focused environment
Package
Bonus structure taking OTE to £70,000
31 days holiday including bank holidays
Monday to Friday (early finish on Fridays)
Incentives, team events and additional perks
Call Centre Manager employer: Pearson Whiffin Recruitment Group
Join a dynamic and rapidly growing digital business that prioritises customer satisfaction and employee development. With a strong focus on performance and innovation, this company offers a vibrant work culture, generous benefits including an early finish on Fridays, and ample opportunities for professional growth within a supportive team environment. Be part of a forward-thinking organisation that values your contributions and rewards your success.
Contact Detail:
Pearson Whiffin Recruitment Group Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Call Centre Manager role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for interviews by practising common questions specific to call centre management. Think about how you can showcase your experience with performance metrics and team leadership. We recommend doing mock interviews with friends or using online resources to get comfortable.
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used KPIs to drive performance in past roles. Bring examples of how you’ve improved conversion rates or customer retention – numbers speak volumes!
✨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 their job search. Let’s get you that Call Centre Manager position!
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 role of Call Centre Manager. Highlight your experience in managing sales-led teams and any achievements in driving performance metrics. We want to see how you’ve made an impact in previous roles!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this fast-paced environment. Share specific examples of how you've improved conversion rates or managed teams effectively.
Show Off Your Data Skills:Since this role is heavily data-driven, don’t shy away from showcasing your analytical skills. Mention any tools or methods you’ve used to track KPIs and how you’ve leveraged data to drive team performance.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Pearson Whiffin Recruitment Group
✨Know Your Numbers
As a Call Centre Manager, you'll need to be data-driven. Brush up on key performance metrics like conversion rates and customer retention figures. Be ready to discuss how you've improved these metrics in your previous roles.
✨Showcase Your Leadership Style
This role is all about leading teams, so think about your leadership style. Prepare examples of how you've developed high-performing teams and managed performance issues. Highlight your hands-on approach to coaching and development.
✨Understand the Business Model
Familiarise yourself with the subscription and membership space. Understand how this business operates and what makes it unique. Being able to discuss their consumer offering will show your genuine interest and help you stand out.
✨Prepare for Scenario Questions
Expect questions about handling escalations and improving KPIs. Think of specific scenarios where you've identified performance gaps and implemented successful improvements. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
