Contact Center Manager
goodleap
Contact Center Manager
onsitego· Non Voice
About this role
Job Purpose: We are seeking a dynamic and experienced Contact Centre Manager to lead and oversee the daily operations of our customer support centre. The ideal candidate will be responsible for managing a team of agents, optimising the customer experience, driving performance metrics, and implementing operational strategies that enhance service delivery, efficiency, and customer satisfaction. The candidate should have experience leading teams across chats, calls, and emails.
Responsibilities:
- Team Leadership & Performance
- Lead, mentor, and manage a team of customer service representatives, team leaders, and support staff.
- Set clear performance goals, conduct regular reviews, and provide feedback and coaching.
- Foster a positive, customer-centric culture focused on continuous improvement. Operations Management
- Monitor daily operations to ensure SLAs (Service Level Agreements), TATs (Turnaround Times), and KPIs (Key Performance Indicators) are consistently met.
- Analyse performance reports and call metrics to identify trends, root causes, and improvement opportunities.
- Ensure efficient workforce planning, shift scheduling, and resource allocation. Customer Experience • Drive initiatives to enhance customer satisfaction, loyalty, and Net Promoter Score (NPS).
- Handle escalated customer issues and ensure prompt and fair resolution. Process Improvement & Quality Control
- Identify process gaps and implement improvements to enhance efficiency and quality.
- Collaborate with training and quality assurance teams to develop and implement standard operating procedures (SOPs). Reporting & Analytics
- Prepare and present regular reports to senior management on performance, escalations, trends, and improvements. • Use data and feedback to inform decisions and strategic planning.
Desired candidate profile:
• Strong understanding of customer service tools, CRMs, and telephony systems.
• Proven track record in team leadership, conflict resolution, and operational performance management.
• Excellent communication, interpersonal, and analytical skills.
• Strong organisational and problem-solving abilities.
• Should be flexible and comfortable travelling and working with an outsourcing (BPO) vendor in their premises.
• Experience managing remote or hybrid teams.
• Knowledge of workforce management (WFM) tools and techniques.
Frequently Asked Questions
Is the salary disclosed for the Contact Center Manager position at onsitego?
The salary for this Contact Center Manager role at onsitego is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Contact Center Manager position at onsitego located?
This Contact Center Manager role at onsitego is based in Mumbai, MH, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Contact Center Manager role at onsitego full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Contact Center Manager role in the Non Voice department at onsitego.
Which team or department does the Contact Center Manager at onsitego belong to?
This Contact Center Manager position is part of the Non Voice department at onsitego. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Contact Center Manager position at onsitego?
Click the "Apply Now" button on this page. You will be redirected to onsitego's official application portal hosted on keka where you can submit your application directly.
When was the Contact Center Manager job at onsitego posted?
This Contact Center Manager position at onsitego was posted on Jul 13, 2026. Apply as soon as possible — early applications are often reviewed first.
Contact Center Manager
onsitego
You'll be redirected to onsitego's official application page on keka.