• Assist in the formulation of targets for individuals and teams
• Hire and onboard new employees
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment, calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports

• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Proficient in English both spoken and written
• Working knowledge of MS Office
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Knowledge of performance evaluation procedures
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure

• Bachelors Running can apply.

Applying Procedure:

Interested candidate are requested to drop thier CV to recruitment@kantipurmanagement.com with the title of the position mentioned in the subject line.