Call Center Supervisor

Full Time 2020-10-02 Gold List 131

Job Detail

Category

Customer Relation / Public Relations

Gender

Any

No. Of openings

1

Job Level

Mid Level

Job Experience

2 Year(s)

Job Description

Job Position: Call Center Supervisor
Duty Station: Durbar Margh
Education: Minimum Bachelor Degree or Master’s Running
Experience: At least 1-2 years of working experience in the relevant position.
Duty Time: 9:00 AM to 5:00 PM
 

Roles & Responsibilities

  •  Plan and implement call center strategy
  •  Determine targets for call center
  • Hire and onboard new call center employees
  • Answer staff questions; provide guidance and feedback to team members
  •  Train new employees
  •  Onboard new employees
  •  Ensure a friendly and motivating work environment
  • Measure performance with KPIs such as call interruptions, calls waiting etc.
  • Ensure adherence to company's policies and procedures
  •  Keep senior management informed about recurring issues or problems
  • Prepare daily, Weekly, monthly, quarterly and annual reports
  • Assisting in the setting of targets/goals for individuals as well as for teams
  • Answering the queries of staff and providing guidance and timely feedback
  • Preparing performance reports on a monthly and annual basis
  • Measuring performance using key metrics (e.g. calls waiting, call abandonment etc.)
  • Ensuring adherence to company’s policies as well as established procedures for call attendance
  • Anticipating escalation and taking over calls whenever needed
  • Improves quality results by recommending changes.
  • Updates job knowledge by participating in educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Call Center Supervisor Skills and Qualifications:

  • Customer Service, Customer Focus, Phone Skills, Listening, Verbal Communication, Data Entry Skills, Product Knowledge, Job Knowledge, Objectivity, Dependability, Multi-tasking, Team player, Smart / Good Looking and able to give presentations of Monthly reports (PPTs)
  • Call center software like Ameyo / Avaia / Genesis are highly preferable
  • Experience in MS Office

HOW TO APPLY

All applications must be submitted through online system. Applicant should register and signup to apply this vacancy. The system will send you an email for your email validation, please check your email for validation and follow the instruction for further process to go-ahead for applying job.
Getting started
You must duly fill all the asterisked (*) field to apply for job requirement. This includes filling in personal information, education, experience, languages, skills and other information as required. You may fill/ answer few answer of some specific questions asked by the system for some job positions. Make sure that the application for a specific vacancy is submitted before the closing date.
Submitting an application
Once you read all the requirements for the job position, you can apply to specific vacancy. Please make sure that you only apply to position. At this point, you may be asked to fill your name, valid email address and your contact cell number to upload documents relevant to a particular vacancy. Once you are done, click the ‘Submit application’ button. (This section may not apply for some job positions)
Some of the job positions are re-direct to main employer for application submission.
Recruitment process
Once the vacancy announcement posting has passed, the applications are thoroughly reviewed and processing for shortlisting. If you are shortlisted you may be invited for an assessment. The hiring unit will contact you if that is the case through Email and/or SMS and/or Telephone for further selection process.
The assessments vary depending of the specific function, however it will often start with a technical assessment/s followed by a competency based interview.

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