Call Center Manager
- No. of Openings 2
- Industry ISP
- Category Retail Sales
- Location New Baneswor, Kathmandu, Kathmandu District
- Job Level Mid Level
- Salary Nrs. 50K-60K Monthly
- Education Level Bachelors
- Desired Candidate Male Only
- Experience 5 + years
- Expiry date Jan 08, 2026 (Expired)
- Two/Four Wheeler Require Two-wheeler
- Skills Proficiency in Sales, Closing Deals, Good team management, Team Leadership, Communication skills, Operational Excellence, Team Coordination
Job Description
Responsible for overseeing day-to-day call center operations, ensuring efficiency, service quality, and team performance. This role involves managing staff, optimizing processes, monitoring key performance metrics, and implementing strategies to enhance customer satisfaction and overall operational effectiveness.
Operational Management
- Oversee the daily operations of the call center, ensuring smooth workflows.
- Develop and implement operational policies and procedures.
- Optimize call center processes to improve efficiency and service levels.
Team Leadership
- Recruit, train, and manage call center staff, including agents and supervisors.
- Set performance goals and provide regular feedback through performance evaluations.
- Foster a positive and collaborative work environment to maintain high employee morale.
Performance Monitoring
- Track and analyze call center metrics (e.g., call volume, response time, resolution rate, customer satisfaction).
- Prepare regular performance reports for senior management.
- Implement action plans to address performance gaps and improve KPIs.
Customer Experience
- Ensure the delivery of exceptional customer service and satisfaction.
- Address escalated customer issues and complaints in a timely and effective manner.
- Collaborate with other departments to resolve customer concerns and enhance service offerings.
Technology and Tools
- Manage and optimize the use of call center technology, including CRM systems, telephony, and reporting tools.
- Identify and recommend technology upgrades to improve efficiency and service quality.
Compliance and Quality Assurance
- Ensure compliance with company policies, industry regulations, and service standards.
- Monitor call quality and provide coaching to staff for continuous improvement.
Job Specification
- Must have minimum bachelor's degree
- Must have 4 years plus experience in Call Center Management
- Strong leadership and people management skills.
- Excellent communication, problem-solving, and decision-making abilities.
- Proficiency in call center software, CRM systems, and performance analytics tools.
- Ability to work under pressure and handle challenging situations effectively.
About Company
Classic Tech is leading Internet Service providers in Nepal. Established in 2009 , the company has always been working for the benefit of its consu...
Classic Tech is leading Internet Service providers in Nepal. Established in 2009 , the company has always been working for the benefit of its consumers and the public as well. Classic Tech aims as Best Internet Service Provider In Nepal with services ranging from retail , Soho to corporate packages . The goal of the company is to provide reliable and effective internet facilities to maximum people at absolutely minimum cost. The company entertains more than 3 Lakhs active users and is providing services to the people of 74 districts through its 104 outlets.
Classic Tech has also been one of the most desired and wanted workplaces for job seekers. As we all know the employment situation of the country, Classic Tech has been contributing largely to helping people earn bread for their families. Being one of the largest ISP Companies in the country, Classic Tech provides employment to more than 1500 people.
Classic Tech provides a competitive salary scale and being one of the few private companies to provide SSF facility to its staff is also one of the major reasons, why Classic Tech gets a lot of job applications. The company believes in a fair and transparent hiring policy, by which we mean, providing opportunities to deserving candidates.
Classic Tech has various working departments such as Accounts, Sales, admin, customer service, technical, digital marketing, corporate team, and so on. The company provides jobs to fresher to experience based on the need and vacancies in the company.
Benefits like competitive salary, social security fund, overtime payment, fuel, and maintenance attract motivated and keen job seekers from the market. In today’s corporate and competitive world, finding suitable and motivated employees out of the available lot is like fishing in a large pond. The HR team of the company works tirelessly for providing the best human resources to the company and to provide equal and fair opportunities to deserving candidates.
Classic Tech also believes in keeping hold of its valuable employees and making sure they feel secure sound and cared for by the company whenever they are in need. Organizing refreshment programs, training, and improvement sessions, and paid leave facilities also are the reason why Classic Tech Pvt. Ltd. Is the most searched and desired workplace.
