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Supervisor/Team Leader (Call Center)

Industry Other
Category Human Resource /Org.Development
Location Lalitpur District, Nepal
Salary Not Disclosed
Expiry date Oct 11, 2026 (4 days left)

Job Description

About Kalash Services

Kalash Services Pvt. Ltd. is a leading Business Process Outsourcing (BPO) company based in Lalitpur, Nepal, providing high-quality inbound and outbound customer support solutions. We are committed to delivering exceptional service through innovation, technology, and a highly skilled workforce.

About The Role

Kalash Services Pvt. Ltd. is looking for a responsible and performance-driven Supervisor/Team Leader to lead a team of Customer Service Representatives (CSRs) and ensure smooth day-to-day call center operations. The ideal candidate will be a strong communicator with excellent team-handling, coaching, problem-solving, and performance management skills.

Key Responsibilities

Supervise and manage the daily activities of the assigned call center team.
Lead, motivate, and support CSRs to achieve individual and team targets.
Monitor team performance against KPIs, SLAs, productivity, and quality standards.
Track attendance, punctuality, schedule adherence, and overall team discipline.
Conduct daily team briefings and communicate operational updates, process changes, and client requirements.
Monitor calls and provide regular coaching and constructive feedback to team members.
Identify performance gaps and implement appropriate improvement and development plans.
Handle customer escalations and support CSRs in resolving complex customer issues.
Ensure adherence to company policies, SOPs, and client-specific processes.
Prepare and submit daily/weekly team performance reports to the Operations Manager.
Coordinate with Quality, Training, WFM, HR, and Operations teams when required.
Support new employee onboarding, process training, and on-the-job coaching.
Maintain a positive, professional, and productive team environment.
Identify operational challenges and recommend practical solutions to improve team performance and customer satisfaction.

Requirements

Bachelor’s degree in Business Administration, Management, or a related field.
2–3 years of experience in a call center/BPO environment, with prior team-handling or supervisory experience preferred.
Strong understanding of customer service and call center operations.
Experience in monitoring KPIs, SLAs, productivity, and quality performance.
Good knowledge of MS Office, particularly MS Excel and reporting.
Strong leadership, communication, and interpersonal skills.
Ability to coach, motivate, and manage team members effectively.
Strong problem-solving and conflict-resolution skills.
Ability to work under pressure and meet operational targets.
Willingness to work in rotational shifts, including weekends and holidays, if required.

Key Skills