Call Centre Supervisor

Lalitpur ,
Full Time 2024-01-30 Silver List 1592

Job Detail


Customer Relation / Public Relations

No. Of openings


Job Description

Position : Call Centre Supervisor
Loaction : Pulchowk, Lalitpur
No. of Openings : 1
Duty Hours : Office Hours

  • 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


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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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