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Call Center Supervisor

Industry Other
Category Education
Location Kathmandu, Nepal
Expiry date Jun 14, 2026 (7 days left)

Job Description

Company Description

Chaudhary Group (CG) is Nepalâ€™s leading multinational conglomerate, with diversified business interests in sectors such as FMCG, banking, energy, education, hospitality, and telecommunications. CG has a legacy of innovation and impact, committed to Nepalâ€™s growth and global presence.

CG Net is Chaudhary Groups foray into the fiber internet service domain. Launched to revolutionize broadband connectivity in Nepal, CG Net offers ultra-fast, reliable, and affordable FTTH (Fiber-to-the-Home) internet services. With a focus on innovation, service quality, and customer experience, CG Net aims to bridge the digital divide and set new benchmarks in Nepalâ€™s internet landscape.

CG Net is looking for Call Center Supervisor ( Outbound/Renewal) responsible to Drive renewals, retention, upgrades, team performance, churn reduction and overall retentions.

Key Responsibilities

Supervise and manage outbound renewal and retention team activities.
Monitor daily, weekly, and monthly renewal reports.
Prepare/assign/Update renewal follow up sheets on regular basis.
Analyze customer renewal trends and identify improvement opportunities.
Track churn data and implement churn reduction strategies.
Plan and execute customer retention campaigns.
Promote yearly plan upgrades and value-added services.
Monitor outbound calling performance and team productivity.
Ensure proper follow-up with renewal pending customers.
Coordinate with Sales, Operations, and Support teams for issue resolution.
Prepare performance reports and present insights to management.
Conduct team coaching, guidance, and performance monitoring.
Ensure achievement of renewal, retention, and upgrade targets.
Maintain proper documentation and reporting accuracy.

Key Performance Indicators (KPIs)

Renewal conversion rate.
Churn reduction percentage.
Yearly plan/higher bandwidth upgrade conversion.
Outbound productivity and follow-up efficiency.

Required Skills

Strong analytical and reporting skills.
Good communication and customer handling ability.
Leadership and team management skills.
Problem-solving and decision-making capability.
Good knowledge of MS Excel/Google Sheets.
Ability to analyze customer behavior and trends.
Coordination and planning skills.

Eligibility Criteria

Minimum 2 years of experience in outbound/retention/customer service operations.
Prior experience in team handling/team leader or supervisory role would be an added advantage.
Experience in ISP/Telecom industry will be an added advantage.

Preferred Qualities