WebSurfer Nepal

Websurfer is an Internet and Digital service provider in Nepal, founded in 1999. We have been operating successfully for more than 15 years; providing Internet and Digital TV to Corporate and individual Consumers. Websurfer is a dynamic technology company setup to harnesses the power of internet by providing Internet solution to our valued business customers as well as home users.
WebSurfer Nepal

Call Center Manager

Posted on 10 Nov 2022 16:17:36 Job Category : Internet Company Jobs (ISP)
  • Job Location
  • Kathmandu - Nepal
  • Job Type
  • Full Time
  • Career Level
  • Senior Executive
  • Education Required
  • Master degree
  • Experience Required
  • Above 5 Year
  • Salary
  • Negotiable
  • Facility/Benefits Provided

Descriptions

- Inbound centres - receive calls and emails from customers and clients, e.g. Queries, requests, orders and complaints.

- Outbound centers - contact potential customers and clients with the aim of gathering information or selling a product.

- Develop objectives for the call center’s day to day activities.

- Conduct effective resource planning to maximize the productivity of resource (people and technology).

- Collect and analyze call center statistics (sales rates, costs, customer service metrics).

- Hire, coach and provide training to personnel to maintain high customer service standards Monitor and improve ordering telephone handling and other procedures.

- Evaluate performance with key metrics(accuracy, call waiting time.

- Prepare reports for different departments or upper management.

- Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.

- Carrying out needs assessments, performance reviews and cost/benefit analyses.

Setting and meeting performance targets for speed, efficiency, sales and quality

- Ensuring all relevant communications, records and data are updated and recorded

- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.

- Maintaining up-to-date knowledge of industry developments and involvement in networks

- Monitoring random calls to improve quality, minimize errors and track operative performance;

- Coordinating staff recruitment, including writing vacancy advertisements and liaising with hr staff.

- Reviewing the performance of staff, identifying training needs and planning training sessions

- Recording statistics, user rates and the performance levels of the center and preparing reports

- Handling the most complex customer complaints or enquiries

Requirements

- Master Degree 

- More than 5 years experience in related field.

- Professional Skill Required : Communication, Leadership.

- Excellent communication skills.

- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

- Leadership skills and the ability to motivate and develop staff

- A desire to help others work towards targets and develop their skills

- Confidence and a good business sense.

- The ability to set, meet and exceed targets.

- A focused and self-motivated approach to work.

- The ability to manage change.

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