Shift Incharge Job - Operation Nepal Cluster
Job Details
Position: Shift Incharge
Location: Bhatbhateni, Naxal, Kathmandu, Nepal
Contract Type: Fixed Term Contract
Job Type: Full-time (Shift: 2:00 PM - 10:00 PM or 3:00 PM - 11:00 PM)
Additional Requirement: Two-Wheeler is Mandatory
Salary: Attractive salary along with overtime and night allowance
Job Summary
As a Shift Incharge, you will oversee our call center team, ensuring smooth operations and excellent customer service. You will manage shift schedules, monitor call queues, and support your team to deliver high-quality client interactions.
Key Responsibilities
- Lead and manage CSRs to ensure smooth floor operations.
- Manage shift schedules and allocate staff for peak and off-peak hours.
- Monitor live call queues and balance workload to minimize wait times.
- Motivate and mentor team members to meet performance targets.
- Conduct daily briefings to align the team on goals and updates.
- Monitor individual and team performance and provide feedback.
- Address escalated customer issues promptly and professionally.
- Implement strategies to improve customer satisfaction and service quality.
- Track KPIs such as response time and call resolution rates.
- Oversee onboarding and training of new hires during shifts.
- Identify skill gaps and coordinate coaching for team improvement.
- Maintain a disciplined, professional, and safe work environment.
Skills & Requirements
- Strong leadership, problem-solving, and team management skills.
- Ability to handle high-pressure situations and multitask effectively.
- Excellent communication and conflict resolution abilities.
- Experience in a call center or operations role is preferred.
- Ability to work flexible shifts.
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