Position: Unit Head- Contact Center

Purpose:

• To ensure best and seamless customer experience to customers reaching Ncell in contact center. 

• Create procedures, policies and standards that benefit the organizational/departmental/functional goals and objectives.
• Define the key performance metrics that measure the customer experience in call center, monitor and improve.
• Enhance customer experience in Omni channel journeys and realizing it through technology deliverables
• Constantly look for opportunities in technology advancements, self-service channels and aid in implementing contextual customer experience through Omni channel in customer journey and realizing them through CRM deliverables
• Coordinate with all business units to carry out assessment of knowledge and usage of all applicable trouble shooting tools. Ensure process for induction training, on-boarding and regular evaluation & feedback of service rendered is carried out. 
• Analyze customer experience through various metrics, develop and test hypothesis
• Manage and improve customer complaints /voice of customer process. Work with respective team to redesign the processes to drive complaints down
• Review team members and provide guidance for higher level of performance
• Effective communication within the team ensuring all required information is cascaded to all team members for effective performance
• Coordinate with business units to draw an overall or individualized training and development plan that addresses needs and expectations of employees. Implement the training programs to drive enhanced employees’ skills, performance, productivity and quality of work
• Plan, organize, delegate and follow up work and duties. Secure proper working conditions, motivation and co-operation within the function. Ensure that employees have full understanding of company rules, regulations, values, processes and policies and follow-up employee behavior accordingly.
• Ensure smart spending and efficient utilization of the budget. 
• Close coordination with procurement teams to identify competent vendors for effective service delivery from vendors / business partners.
• Ensure that RFPs prepared aid in assessing and identifying competent vendors. 
• Create procedures for proper communication of information with the vendor/partner
• Define SLAs and clear expectation with the vendor/partner on the performance, brand image and customer expectations. 
• Create processes for evaluation of performance and deliverables by the vendor/partner

• Master’s Degree / Professional Degree with 6 years of relevant experience OR Bachelor’s Degree with 8 years of relevant experience
• Knowledge on call center technology and practices
• Knowledge of management methods and techniques
• Ability to think strategically and lead team
• Strong troubleshooting and multi-tasking skills
• Proven experience as a Call Center Manager or in a similar leadership role.
• Strong knowledge of customer service metrics and tools (e.g., CRM, workforce management systems).
• Excellent leadership, communication, and problem-solving skills.
• Ability to handle high-pressure situations with professionalism and empathy.

• Ability to work on fast-paced, customer-focused environment with cross-functional collaboration
• Highlights longer-term implications of issues or situations that facilitates planning for the unit or function
• Creates new solutions to resolve problems or issues in novel ways
• Proactively seeks to optimize the financial or business impact of initiatives
• Stays updated with business developments and take steps to align work towards the business changes
• Takes personal responsibility for correcting customer problems, corrects problems promptly and un-defensively
• Able to establish and gain commitment from various parties to achieve one's team objectives.
• Strives to create exceptional performance for the team
• Encourages teamwork and bonding within and outside team without compromising delivery of exceptional results

Duty Station: Kathmandu but can be placed anywhere in Nepal as per business needs.

What we offer:

International Working Environment, Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Bonus, Incentives, Leave Travel Allowance, Medical Insurance, Communication Facilities, etc.