Job Description

Responsibilities

Monitor and manage the productivity and performance of individual team members to achieve daily, weekly, and monthly KPIs, quality benchmarks, and operational targets.

Identify technical issues and escalate them to the L2 support team or supervisors in a timely manner.

Provide regular, constructive feedback and performance evaluations to team members for continuous improvement.

Lead, motivate, and coach team members to meet or exceed company expectations for service quality and performance.

Mentor and support newly hired agents.

Conduct retraining sessions based on individual or team performance gaps, ensuring strong product and process knowledge.

Foster a positive and collaborative work environment that encourages growth, accountability, and high performance.

Evaluate team performance regularly and implement action plans to improve efficiency and effectiveness.

Qualifications

Bachelor’s running or equivalent with proficient English and Nepali language to communicate with team members.

Minimum 1 year of experience in team leading or supervisory role.

Prior experience as a Customer Service Representative (CSR) is preferred.

Candidates with experience in the banking field will be given preference.

Strong communication, leadership, and problem-solving skills.

Ability to manage teams and work under pressure.

Skills

positive,good communicat,team management