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Shift Incharge

Industry Other
Category Operations
Location Kathmandu, Nepal
Expiry date Jan 19, 2038 (4553 days left)

Job Description

Designation: Shift Incharge

Academic Qualification: Bachelors Running / Completed

Minimum experience: 1 to 2 years

Job location: Bhatbhateni, Naxal

Job Type: Full Time - 2:00 PM - 10:00 PM / 3:00 PM - 11:00 PM

Two-Wheeler: Mandatory

Salary: Attractive salary along with overtime and Night Allowance

Your Role

We are looking for a Shift Incharge to oversee our call center team during assigned shifts. The ideal candidate will lead and support the CSRs ensuring smooth operations, high service quality, and efficient customer interactions.

Job Description

Lead and manage the CSRs to ensure smooth operations on the floor.
Manage shift schedules, ensuring optimal staff allocation for peak and non-peak hours.
Monitor live call ques, ensuring minimal wait times and workload balance.
Motivate and mentor team members to meet performance targets.
Conduct daily briefing before shift to align the team on goals, updates, and key priorities.
Monitor individual and team performance, providing feedback and guidance.
Ensure CSRs provide timely, professional, and efficient service.
Address escalated customer issues and resolve and complaints effectively.
Maintain high service quality standards.
Implement customer satisfaction improvement strategies.
Track KPIs such as response time, call resolution rate and customer satisfaction.
Generate and analyze performance reports for continuous improvement.
Identify trends and areas for improvement in customer interactions.
Ensure new hires are properly onboarded and trained during the shift.
Identify skill gaps and arrange coaching programs for team improvement.
Maintain a disciplined and professional work environment.