Contact Centre Manager

Contact Centre Manager

£50,000 + Bonus Scheme

SE London / North Kent

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 all our 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 and hold team members accountable for meeting KPIs and performance standards
• 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

Operational Oversight

• Manage daily call centre operations across both office-based and remote teams in the UK and overseas.
• Ensure staffing levels, scheduling and coverage align with demand and business priorities

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

What We Offer

• Competitive salary of £50,000 per year, up to £70,000 OTE
• Performance bonus and commission pay as detailed above
• 31 days holiday per year, including Bank Holidays
• Working hours Monday to Friday, 8:30am–5:30pm, with an early 5:00pm finish on Fridays
• Company pension
• Multiple company events each year and regular team rewards
• Additional company benefits including cinema tickets and discounts