Call Centre Manager
GoodLife+ is a dynamic, fast-growing subscription-based prize draw entertainment company offering everyday excitement through prizes such as cash, luxury cars, holidays and technology, alongside access to thousands of rewards, cinema tickets and exclusive content.
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 UK and South African customer support operations.
Success is measured through performance data, sales outcomes and operational efficiency.
Key ResponsibilitiesTeam 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 the UK and South Africa
- 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 of £50,000–£60,000 per year, up to £70,000 OTE
- Performance bonus and commission pay
- 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
- Multiple company events each year and regular team rewards
- Additional company benefits including cinema tickets and discounts
Job Types: Full-time, Permanent
Pay: £50,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Discounted or free food
Experience:
- Team management: 2 years (required)
- Customer Service: 3 years (preferred)
Work Location: In person
