Contact Centre Manager

Location: Canary Wharf, London Hybrid Working: 3 days in the office, 2 days working from home. Salary: £35,000 - £40,000 depending on experience. Experience: 3+ years managing Customer Support teams. Perks: Free wellness events, Apple MacBook, team socials, monthly progression opportunities and a fantastic Canary Wharf office. About the Role Socialbear is looking for an experienced Contact Centre Manager to lead a team of 8–10 Customer Support Agents delivering phone and email support for our clients. You will take ownership of day-to-day Contact Centre operations, team performance, resource management and client satisfaction, ensuring consistently high service standards. The role combines hands-on team leadership with client relationship management, working closely with Socialbear's Account Management and Senior Leadership teams. Roles & Responsibilities Contact Centre Management

• Lead and manage 8 - 10 Customer Support Agents across phone and email channels.
• Oversee daily operations, queue management, agent schedules and resource allocation.
• Monitor and improve KPIs, including SLAs, CSAT, response times and quality assurance.
• Manage complex customer escalations and resolve operational challenges.
• Ensure efficient service delivery while managing budgets and resource requirements. Team Leadership & Training
• Line manage, coach and develop agents, taking responsibility for team performance.
• Conduct regular performance reviews, one-to-ones and training sessions.
• Support recruitment, onboarding and ongoing agent development.
• Maintain high standards of quality, productivity and accountability. Client Management
• Build and maintain strong relationships with clients as their operational point of contact.
• Attend client meetings and present service performance reports.
• Respond to client requests and proactively recommend service improvements.
• Report operational performance and client feedback to the Account Director.
• Support new client onboarding, renewals and service development. Operational Improvement
• Improve processes, workflows and customer support systems.
• Enhance team productivity through AI, automation and technology.
• Support new projects, service launches and Contact Centre expansion.
• Work closely with Senior Management to identify opportunities for operational efficiency and business growth. About You
• 3+ years of experience managing Customer Support or Contact Centre teams.
• Proven experience leading teams of 8 - 10 agents or more.
• Strong knowledge of inbound phone and email customer support.
• Experience managing SLAs, KPIs, quality assurance and customer satisfaction.
• Excellent leadership, communication and organisational skills.
• Confidence managing client relationships and resolving urgent issues independently.
• Experience with Zendesk, Freshdesk, Sprinklr, Ringover or similar platforms is desirable.
• Experience within an outsourced Customer Support or BPO environment is advantageous. Why Socialbear? Join a growing business combining human expertise with AI-powered customer engagement. You'll take ownership of a dedicated team, work with leading brands and play a key role in developing Socialbear's Customer Support services.