Contact Centre Manager (B2C Customer Support)

Hybrid Working: 3 days in the office, 2 days working from home.

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.

• 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.
• 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.

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