Call Centre Manager
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 ...