Call Center Supervisor

Role & Responsibilities

• Conduct real-time quality monitoring, call listening, and performance feedback sessions to drive continuous improvement.
• Manage daily shift scheduling, workload balancing, and absenteeism control to maintain optimal service levels.
• Collaborate with training and QA teams to implement refresher modules and coaching plans for underperformers.
• Escalate and resolve complex customer issues; ensure compliance with data privacy policies and company SOPs.
• Generate daily/weekly operational reports and present performance trends to senior management for decision-making.

Skills & Qualifications Must-Have

• Call Center Operations
• Quality Monitoring
• Agent Coaching & Mentoring
• KPI Tracking & Reporting
• CRM Systems
• Call Scripting & Process Standardization
• Shift Management
• Performance Dashboarding

Preferred

• Basic Excel for data extraction and KPI analysis

Benefits & Culture Highlights

• Stable on-site work environment in Kathmandu with structured career progression paths.
• Monthly performance bonuses + medical insurance + paid leave.
• Opportunity to lead high-performing teams in a fast-paced, client-centric operations hub.

Skills: customer care,basic,teams,kpi,data,operations,coaching,crm