Call Center Manager-Kathmandu

Executive Search Kathmandu

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Job Description

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.

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.