L D GROUP

Trading - Export / Import / Merchandising

Team Leader - Operations

Views: 20|Published on: Aug 20, 2026|

Marketing / Advertising / Customer Service

+3 more

Mid Level

Full Time

Vacancy: 1

Bishalnagar, Kathmandu|

Experience: More than 3 years|

Not Disclosed

Job Description

Roles and responsibilities of this job

Department: Customer Service & Operations - Mobile & Appliances Service Division
Reporting To: National Service Manager

Position Summary

The Team Leader - Operations is responsible for managing and leading a team of Alarm Centre Executives to ensure superior customer service, achievement of operational KPIs, adherence to service levels, and continuous improvement in customer experience.

Key Responsibilities

Lead and supervise daily call center operations.
Monitor team productivity, attendance, and adherence to schedules.
Coach, mentor, and develop team members through regular feedback and performance reviews.
Conduct quality audits and ensure compliance with service standards.
Monitor customer interactions and identify improvement opportunities.
Manage escalated customer complaints and ensure timely resolution.
Analyze team performance metrics and prepare management reports.
Drive achievement of SLA, productivity, and quality targets.
Conduct regular team meetings and training sessions.
Coordinate with service centers, operations teams, and management to resolve customer issues.
Support recruitment, onboarding, and training of new team members.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 3 years

Other Specification

Bachelor's degree in Business Administration or related field.
3-6 years of experience in customer service or contact center operations.
Minimum 1-2 years of experience in a Team Leader or supervisory role.

Skills & Competencies

Strong leadership and people management skills.
Excellent coaching and mentoring abilities.
Advanced customer service and complaint-handling skills.
Analytical and reporting capabilities.
Knowledge of workforce management and quality monitoring processes.
Proficiency in CRM systems and MS Office applications.
Strong communication and interpersonal skills.

Key Performance Indicators (KPIs)

Team SLA Achievement
Customer Satisfaction (CSAT)
Quality Monitoring Scores
Team Productivity
Escalation Resolution Rate
Employee Engagement and Retention
Attendance and Schedule Adherence

Skills Required

Required skills for this job

Leadership

People Management

Customer Handling

Coaching Skills

Monitoring and Supervision

CRM Software

MS Office Suite

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

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Apply Before: Sep 04, 2026

About the organization

L D GROUP

Trading - Export / Import / Merchandising

Bishalnagar, Kathmandu, Nepal

L D GROUP comprises of many companies and has a past history of over 100 years in business in Nepal. Our Chairman Mr. Damodar Prasad Agrawal started his business career in Nepal as soap Manufacturer called Mahashakti Soap. In 1999 we started first trading company called Rishi Exim International. Since then we have been growing and adding values to our customer. Some of our companies under L D Group are as below;

L D INTERNATIONAL PVT LTD
L D CHEM PVT LTD
RISHI EXIM INTERNATIONAL PVT LTD
L D INFINITY PVT LTD

Long term Objective:

Our company goal is to achieve international sales target and have offices in Dubai, India and China to cater international customers also. We believe understanding customer problem so that best solutions can be given. It is also our prime goal to add value to our customer with cost reduction and better quality of product and services.

Why L D GROUP:

Since we are into industrial raw material supply for last 20 years and since then we have been catering with quality, quantity, Timely and value for money product and services to our customers. This has resulted in a very good brand name of our company and made us more cautious and responsible to maintain this long term goodwill in the market. This is the reason why we are chosen first among other for the product and services.

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