Job Description
Position : Call Centre Supervisor
Qualification: Bachelors Completed
Location: Bijulibazar, Kathmandu
Preferred Gender: Male or Female
Experience: Min 1-2 years of experience in banking call center
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
