Call Center Manager

Call Centre Manager £50,000 – £60,000 Basic + Bonus (OTE £70,000) 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 £50,000 – £60,000 basic salary Bonus structure taking OTE to £70,000 31 days holiday including bank holidays Monday to Friday (early finish on Fridays) Pension scheme Incentives, team events and additional perks

This role is being handled by Sam Palmer - Pearson Whiffin