Company Description ABASAR NEPAL PVT. LTD., established in 2017, is a leading provider of human resources solutions across Nepal. The company delivers comprehensive HR management and support services to employers and job seekers from a wide range of industries and professions. It connects entry-level associates to top-level managers, helping clients secure talent that fits their specific organizational needs. As part of its BPO services, ABASAR NEPAL manages key business processes such as payroll and benefits administration to ensure smooth and efficient operations for its clients.

Role Description The Call Center Manager is a full-time, on-site role based in Kathmandu. This position oversees daily call center operations, including workforce scheduling, real-time monitoring of call volumes, and ensuring adherence to service standards. The manager is responsible for leading and coaching call center teams, setting performance targets, conducting evaluations, and organizing training to improve customer service and productivity. The role involves analyzing operational data, preparing performance reports, and implementing process improvements to enhance efficiency and caller experience. The Call Center Manager will also coordinate with clients and internal stakeholders to align call center activities with business objectives and compliance requirements.

Responsiblities

• Manage and supervise a team of 10+ call center employees.
• Conduct regular training, coaching, and development sessions for the team.
• Develop training programs to improve communication, product knowledge, customer handling, and sales performance.
• Monitor team performance and achieve defined KPIs and targets.
• Conduct regular performance reviews and provide constructive feedback.
• Handle escalated customer issues and ensure timely resolution.
• Prepare and analyze daily, weekly, and monthly performance reports.
• Identify performance gaps and implement improvement plans.
• Ensure adherence to company policies, processes, and service standards.
• Coordinate with relevant departments for smooth operations.
• Support recruitment, onboarding, and training of new team members.

Requirements

• Bachelor’s Degree in any relevant field.
• 3–4 years of experience as a Call Center Manager or in a similar managerial role.
• Proven experience handling a team of 10 or more employees.
• Strong experience in team training, coaching, and performance management.
• Excellent communication and interpersonal skills.
• Knowledge of call center KPIs, CRM systems, and customer service practices.
• Strong leadership, problem-solving, and decision-making skills.
• Proficiency in MS Office.