Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 101 days ago

Contact Center Manager

Onsitego28 open roles

Where
Mumbai
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowContact Center ManagerOnsitego · Mumbai

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Onsitego's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 101 days ago

The posting

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.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Onsitego's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Onsitego's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Onsitego's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.