Call Center Supervisor / Team Leader

About the role

Kalash Services Pvt. Ltd. is seeking a performance‑driven Supervisor/Team Leader to oversee a team of Customer Service Representatives in its Lalitpur call centre. The role involves ensuring smooth daily operations, meeting service targets and maintaining high quality standards.

Key responsibilities

• Supervise and manage daily activities of the assigned call centre team.
• Lead, motivate, and support CSRs to achieve individual and team targets.
• Monitor team performance against KPIs, SLAs, productivity, and quality standards.
• Track attendance, punctuality, schedule adherence, and overall team discipline.
• Conduct daily team briefings and communicate operational updates, process changes, and client requirements.
• Monitor calls and provide regular coaching and constructive feedback to team members.
• Identify performance gaps and implement improvement and development plans.
• Handle customer escalations and support CSRs in resolving complex issues.
• Ensure adherence to company policies, SOPs, and client‑specific processes.
• Prepare and submit daily/weekly performance reports to the Operations Manager.
• Coordinate with Quality, Training, WFM, HR, and Operations teams when required.
• Support new employee onboarding, process training, and on‑the‑job coaching.
• Identify operational challenges and recommend solutions to improve performance and customer satisfaction.

Required profile

• Bachelor’s degree in Business Administration, Management, or a related field.
• 2–3 years of experience in a call centre/BPO environment, preferably with supervisory experience.
• Strong understanding of customer service and call centre operations.
• Experience monitoring KPIs, SLAs, productivity, and quality performance.
• Good knowledge of MS Office, particularly MS Excel and reporting.
• Strong leadership, communication, and interpersonal skills.
• Ability to coach, motivate, and manage team members effectively.
• Strong problem‑solving and conflict‑resolution skills.
• Ability to work under pressure and meet operational targets.
• Willingness to work in rotational shifts, including weekends and holidays if required.

Required skills

• Team Leadership & Supervision
• Call Center Operations
• KPI & SLA Management
• Performance Monitoring
• Coaching & Feedback
• Customer Escalation Handling
• Quality & Productivity Management
• Reporting & Data Analysis
• Conflict Resolution
• Team Motivation
• Process & SOP Compliance
• Problem Solving

What we offer

• Opportunity to lead and develop a professional call centre team.
• Learning and career growth opportunities.
• Exposure to diverse customer service and BPO operations.
• Collaborative and performance‑oriented work environment.
• Opportunity to develop leadership and operational management skills.