Call Center Manager

About the role

The Call Center Manager is a full-time, on-site role based in Kathmandu. This position oversees daily call center operations, including workforce scheduling, real-time monitoring of call volumes, and ensuring adherence to service standards.

Key responsibilities

• Manage and supervise a team of 10+ call center employees.
• Conduct regular training, coaching, and development sessions for the team.
• Develop training programs to improve communication, product knowledge, customer handling, and sales performance.
• Monitor team performance and achieve defined KPIs and targets.
• Conduct regular performance reviews and provide constructive feedback.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and analyze daily, weekly, and monthly performance reports.
• Identify performance gaps and implement improvement plans.
• Ensure adherence to company policies, processes, and service standards.
• Coordinate with relevant departments for smooth operations.
• Support recruitment, onboarding, and training of new team members.

Required profile

• Bachelor’s Degree in any relevant field.
• 3–4 years of experience as a Call Center Manager or in a similar managerial role.
• Proven experience handling a team of 10 or more employees.
• Strong experience in team training, coaching, and performance management.
• Excellent communication and interpersonal skills.
• Knowledge of call center KPIs, CRM systems, and customer service practices.
• Strong leadership, problem‑solving, and decision‑making skills.
• Proficiency in MS Office.

Required skills

• MS Office
• CRM systems