Call Center Supervisor

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.

Skills & Qualifications

Must-Have

• Call Center Operations


• Quality Monitoring


• Agent Coaching & Mentoring


• KPI Tracking & Reporting


• CRM Systems


• Call Scripting & Process Standardization


• Shift Management


• Performance Dashboarding

Preferred

• Basic  Excel for data extraction and KPI analysis

Benefits & Culture Highlights

• 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.