Job Description
Job Position: Call Center Supervisor
Duty Station: Pulchowk, Lalitpur
Education: Bachelors Running/Bachelors completed
Experience: At least 1-2 years of working experience in the relevant position.
Duty Time: Office Hours
JOB RESPONSIBILITIES
- Manage and monitor all the activities of a call center on a daily basis.
- Maintain daily KPI's and targets aligned with the business target and goals
- Identifying performance and expectation gaps and facilitate in resolution.
- Provide coaching and Mentoring to agents whenever necessary.
- Provide overall call centre operation planning and monitoring.
- Provide Leadership and coordination role.
- Maintain and monitor individual agents target achieve
- Work with team members and take the lead in providing supervisory role
- Provide strong, dynamic leadership that mentors, develops, and guides team members.
- Lead and contribute to the ongoing process and implementation of various other planning to enhance the overall call centre performance I
- Plan, direct and lead activities, ensuring reporting are aligned with the strategic direction of the Project
- Collaborate with other team members to establish a coordinated reporting effort.
- Ensuring optimum utilization in agent occupancy, productivity and capacity planning.
- Motivate agents through positive communication and feedback where necessary
- Submit daily report regarding sales report, staffing report, and other call report with justification.
- Check the materials delivery from GSD or the vendor for smooth operation
- Review call centre infrastructure like chair, computer etc on weekly or daily basis and report to General Service department for improvement.
- Monitor and review the canteen facilities and transportation facilities for smooth operation and improvements
Skills and Qualifications:
- The applicant must have experience of at least one year in the capacity of a call center supervisor supervising a team of at least 5 contact center representatives.
- Proficiency with technology, especially computers, contact center applications.
- Excellent verbal and written communication skills.
- Excellent leadership and management skills.
- Excellent problem-solving and negotiation skills.
- Excellent customer service skills.
- Strong analytical skills.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.