Call Center Supervisor

About the role

The Call Center Supervisor will lead a high‑performing team in a fast‑paced, client‑centric environment, ensuring service quality and operational efficiency. Based onsite in Kathmandu, the role combines real‑time monitoring, coaching, and reporting to drive continuous improvement.

Key responsibilities

• Conduct real‑time quality monitoring, call listening, and provide performance feedback.
• Manage daily shift schedules, balance workloads, and control absenteeism to meet service level targets.
• Collaborate with training and QA teams to deliver refresher modules and coaching plans for under‑performing agents.
• Escalate and resolve complex customer issues while ensuring compliance with data‑privacy policies and SOPs.
• Generate daily and weekly operational reports and present performance trends to senior management.

Required profile

• Experience in call‑center operations, quality monitoring, and agent coaching.
• Proficiency in KPI tracking, reporting, and performance dashboarding.
• Familiarity with CRM systems and call‑script standardisation.
• Ability to manage shift planning and maintain optimal staffing levels.
• Basic Excel skills for data extraction and KPI analysis.

Required skills

• CRM Systems
• Excel

What we offer

• Stable onsite work environment with clear career progression.
• Monthly performance bonuses, medical insurance, and paid leave.
• Opportunity to lead high‑performing teams in a dynamic operations hub.