Call Center Manager

Category: Communications / Broadcasting
Experience: Please check details below.
Openings: 1
Education: Please check details below.
City: Kathmandu

Job Description / Requirements

  • Inbound centers - receive calls and emails from customers and clients, e.g. Queries, requests, orders and complaints;
  • Outbound centers - contact potential customers and clients with the aim of gathering information or selling a product.
  • Develop objectives for the call center’s day to day activities.
  • Conduct effective resource planning to maximize the productivity of resource (people and technology)
  • Collect and analyze call center statistics (sales rates, costs, customer service metrics).
  • Hire, coach and provide training to personnel to maintain high customer service standards.
  • Monitor and improve ordering telephone handling and other procedures.
  • Evaluate performance with key metrics(accuracy, call waiting time.
  • Prepare reports for different departments or upper management.
  • Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
  • Carrying out needs assessments, performance reviews and cost/benefit analyses;
  • Setting and meeting performance targets for speed, efficiency, sales and quality;
  • Ensuring all relevant communications, records and data are updated and recorded;
  • Advising clients on products and services available;
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Monitoring random calls to improve quality, minimize errors and track operative performance;
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with hr staff;
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Recording statistics, user rates and the performance levels of the center and preparing reports;
  • Handling the most complex customer complaints or enquiries;
  • Organizing staffing, including shift patterns and the number of staff required to meet demand;
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;

  • Bachelor’s degree, preferred master’s degree
  • At least 5 years of experience 

  • Excellent communication skills;
  • The ability to work well in teams;
  • Leadership skills and the ability to motivate and develop staff;
  • A desire to help others work towards targets and develop their skills;
  • Confidence and a good business sense;
  • The ability to set, meet and exceed targets;
  • A focused and self-motivated approach to work;
  • The ability to manage change 
To apply for this position please visit: 

For queries please contact 5539746/5539788.