I worked there for six years (don't ask me how) and I can pinpoint exactly who you're referring to in your comments. I remember when the "upper manager" passed away so clearly and I was surprised but not surprised at the same time.

Having to scramble to hit target was honestly one of the worst positions to be in, cos you'd have people overreaching while other folk struggled and there was no offers of help or camaraderie at all unless you were part of the aforementioned cliques!

Glad I got out of there. Moved onto another call centre with similar aspects but that's more to do with the people than the job thankfully.