Growth‑Driven Contact Centre Leader — Sales & Service

Confidential; Worsley; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Performance bonus

Job summary

Confidential is seeking an experienced Contact Centre Sales & Service Manager in Worsley, Manchester. This full‑time, office‑based role oversees a team of about 14 advisors, driving sales and service performance while enhancing customer experience and revenue.

You will lead a hands‑on operation, shaping processes, coaching staff, and implementing quality assurance across channels, with GDPR/PECR compliance and a focus on continuous improvement.

Qualifications

• Proven experience leading a contact centre or high‑volume operation.
• Strong track record in sales and customer service.
• Experience delivering commercial KPIs: conversion, revenue, retention, cost per sale.
• Knowledge of outbound dialler strategy and contact centre tech.
• Experience using CRM, telephony and performance data to drive decisions.
• Coaching mindset with experience developing frontline teams.
• Awareness of GDPR, PECR and consent requirements.

Responsibilities

• Lead, motivate and develop a high‑performing contact centre team.
• Own sales and service performance against KPIs.
• Drive outbound sales with dialler strategy and campaign management.
• Manage inbound performance, call routing and service levels.
• Use data and dashboards to identify opportunities and drive improvement.
• Coach teams through call listening and structured development.
• Develop QA and coaching frameworks and embed them.
• Utilise analytics and AI to identify trends and improve performance.
• Support recruitment, onboarding and ongoing development.
• Manage performance, attendance, engagement and retention.
• Handle customer escalations and complaints as needed.
• Collaborate with other departments to improve the end‑to‑end journey.

Skills

Contact centre management

Sales experience

Customer service

Performance KPIs

Dialer strategy

CRM analytics

Coaching & development

HubSpot or similar

Tools

CRM

Telephony

HubSpot

Job description

Confidential is seeking an experienced Contact Centre Sales & Service Manager in Worsley, Manchester. This full‑time, office‑based role oversees a team of about 14 advisors, driving sales and service performance while enhancing customer experience and revenue.

You will lead a hands‑on operation, shaping processes, coaching staff, and implementing quality assurance across channels, with GDPR/PECR compliance and a focus on continuous improvement.