Job Description

Call Center Manager - Sales & Telemarketing

Location:

Reading (Office-based)

Salary:

38,000 base + competitive OTE (50,000 realistic)

Hours:

Monday to Friday: 09:00 - 18:00 1 in every 4 Saturdays: 09:00 - 16:00 (in-office), with on-call availability as required

About the Role

MotorEasy is looking for a dynamic, results-focused

Call Center Manager

to oversee our growing outbound sales and telemarketing team. This is a pivotal leadership role, reporting directly to the

Sales Manager

, where you'll take charge of frontline operations, manage performance across sales pods, and foster a high-performance culture within the team.

You'll be responsible for leading and mentoring Team Leaders and Sales Advisors, optimising operations through data-led insights, and driving revenue through effective team engagement and operational excellence.

Key Responsibilities

Oversee day-to-day operations of the outbound call center, including staffing, performance, and workflow management. Drive team achievement of sales, conversion, and cross-sell KPIs across MotorEasy's product suite. Lead, coach, and develop Team Leaders and frontline agents, ensuring best-in-class service and productivity. Monitor dialler and CRM systems in collaboration with data analysts to maximise efficiency and lead quality. Assess live and recorded calls to ensure compliance with scripts, sales effectiveness, and regulatory standards. Design and implement sales initiatives, coaching frameworks, incentive schemes, and gamification strategies. Ensure shift coverage and effective rota management, including adherence to attendance and punctuality standards. Lead daily briefings, communicate business priorities, and maintain an informed, motivated team. Run structured performance reviews, 1-to-1s, and PDPs to promote accountability and growth. Partner with HR on recruitment, training, performance management, and conduct matters. Proactively identify and address operational gaps or underperformance areas. Serve as a senior escalation point for agent and customer issues. Lead by example in embodying MotorEasy's core values and professional standards.

What We're Looking For

Proven leadership experience in a

call center or contact centre environment

, ideally within outbound sales. Strong coaching, mentoring, and motivational skills to inspire frontline teams. Highly data-literate, with the ability to interpret call metrics and make performance-driven decisions. Experienced in working with dialler systems, CRM tools, and sales performance dashboards. Strong communication, interpersonal, and conflict-resolution skills. Organised and dependable, with a hands-on approach to team and project management.

Desirable Experience

Background in automotive, warranty, insurance, or related regulated sales environments. Success in building high-performing sales teams in a target-led culture. Experience with lead generation and optimisation tactics.

What You'll Get

38,000 base salary with uncapped performance-based OTE (50,000+ achievable) 22 days holiday + bank holidays Pension contribution Dedicated training and mentoring support Career progression in a rapidly growing business A collaborative, high-energy call center environment Access to tools and insights to help shape sales strategy and delivery
Job Type: Full-time

Pay: From 38,000.00 per year

Additional pay:

Commission pay
Benefits:

Company events Company pension On-site parking Transport links
Schedule:

Monday to Friday Weekend availability
Ability to commute/relocate:

Reading: reliably commute or plan to relocate before starting work (required)
Education:

GCSE or equivalent (preferred)
Experience:

Management: 3 years (required) call centre management: 3 years (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person