Position: call center supervisor
- Category Customer Service
- Location Kathmandu, Nepal
- Salary N/A
- Expiry date Oct 13, 2024 (7 days left)
Job Description
Company Description
Kantipur Management Private Limited (KMPL) is a trusted BPO and HR outsourcing company in Nepal, serving clients across various industries such as ISPs, Telecom, Government Agencies, Banks, Automobiles, and Fintech. Our operation leads are industry experts with experience in large contact centers, voice, and non-voice processes. We manage contact center operations with a unique approach and follow industry standards like Six Sigma and COPC Standards.
Role Description
This is a full-time on-site role as a call center supervisor at Kantipur Management Private Limited in Kathmandu. The Call Center Supervisor will be responsible for overseeing day-to-day operations, managing a team of customer service representatives, ensuring customer satisfaction, and upholding quality and compliance standards in the contact center.
Leading and motivating a team of call center representatives to meet and exceed performance targets.
Providing guidance and support to team members to ensure exceptional customer service.
Monitoring calls for quality assurance and providing feedback for improvement.
Handling escalated customer inquiries and resolving issues promptly and professionally.
Developing and implementing strategies to improve call center efficiency and productivity.
Generating reports on team performance and presenting findings to management.
Collaborating with other departments to optimize processes and enhance the customer experience.
Job Specification:
Excellent communication skills, both verbal and written.
Strong leadership abilities with the capacity to motivate and manage a team effectively.
Proficient in call center technologies and software.
Exceptional problem-solving skills.
Ability to handle high-pressure situations calmly and efficiently.
Customer-focused mindset with a dedication to providing outstanding service.
Educational Description
Bachelor's Degree Running..
Additional education or certifications in customer service, management, or related fields are preferred.
Specification Requirement
Prior experience in a call center environment, with at least 1 Year of experience in a supervisory or leadership role.
Flexibility to work shifts, including evenings, weekends, and holidays.
Strong interpersonal skills and the ability to work well within a team.
- Familiarity with call center software and CRM systems.
