We are working on behalf of our client who is currently recruiting for a call centre manager. This role is responsible for managing and scaling a lead generation call centre focused on booking appointments and building client pipelines. The successful candidate will take ownership of the call centre, including performance, recruitment, structure and supporting the onboarding and growth of new clients.
Key Responsibilities
- Manage day-to‑day running of the call centre
- Drive performance across lead generation and appointment setting
- Recruit, onboard, and train new staff
- Implement structure, processes, and accountability across the team
- Monitor call quality, dial activity, and individual performance
- Conduct 1-1s, coaching, and performance management
- Handle underperformance and disciplinary processes
- Support onboarding of new clients (solar, windows, etc.)
- Work with clients to build and manage their appointment diaries
- Ensure campaigns are set up correctly and performing
- Help expand postcode coverage and lead volume across campaign
- Maintain strong communication between call centre and clients
- Work with senior management to scale the operation
- Maintain standards in line with compliance and company expectations
Key Requirements
- Previous experience managing a call centre or sales/lead generation team
- Strong understanding of outbound lead generation environments
- Proven ability to improve team performance
- Experience recruiting and building teams
- Confident managing staff and addressing performance issues
- Able to manage both internal team performance and external client expectations
- Hands‑on management style
If you want a hands‑on role rather than something purely administrative, where you can take real ownership of performance, hiring, and growth, this is a fantastic opportunity to help shape and build the call centre as the business expands.
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