Job Summary

The Call Center Supervisor is responsible for supervising daily call center operations, managing customer service representatives, monitoring performance, ensuring service quality, and resolving escalated customer issues. The role focuses on achieving service-level targets while maintaining high standards of customer satisfaction and team productivity.

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.

Required Qualifications

• Bachelor's degree in Business Administration, Management, Marketing, Communications, or a related field.

• 2–4 years of experience in call center/customer service operations, preferably with supervisory experience.

• Experience managing a team of customer service representatives is preferred.

• Call Center Operations

• Quality Monitoring

• Agent Coaching & Mentoring

• KPI Tracking & Reporting

• CRM Systems

• Call Scripting & Process Standardization

• Shift Management

• Performance Dashboarding

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Preferred

• Basic  Excel for data extraction and KPI analysis

• 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.