Qualification & Experience:

• Master’s Degree / Professional Degree with 6 years of relevant experience OR Bachelor’s Degree with 8 years of relevant experience
• Knowledge on call center technology and practices
• Knowledge of management methods and techniques
• Ability to think strategically and lead team
• Strong troubleshooting and multi-tasking skills
• Proven experience as a Call Center Manager or in a similar leadership role.
• Strong knowledge of customer service metrics and tools (e.g., CRM, workforce management systems).
• Excellent leadership, communication, and problem-solving skills.
• Ability to handle high-pressure situations with professionalism and empathy.

Profile:

• Ability to work on fast-paced, customer-focused environment with cross-functional collaboration
• Highlights longer-term implications of issues or situations that facilitates planning for the unit or function
• Creates new solutions to resolve problems or issues in novel ways
• Proactively seeks to optimize the financial or business impact of initiatives
• Stays updated with business developments and take steps to align work towards the business changes
• Takes personal responsibility for correcting customer problems, corrects problems promptly and un-defensively
• Able to establish and gain commitment from various parties to achieve one's team objectives.
• Strives to create exceptional performance for the team
• Encourages teamwork and bonding within and outside team without compromising delivery of exceptional results.

Duty Station: Kathmandu but can be placed anywhere in Nepal as per business needs.

What we offer: International Working Environment, Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Bonus, Incentives, Leave Travel Allowance, Medical Insurance, Communication Facilities, etc.

Source: Merojob

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