Are you an experienced Call Center Manager? We are hiring a Call Center Manager to oversee our inbound contact center operations for a US-based client.
Location: Colombo 4, Sri Lanka
Job Type: Full Time
Salary: LKR 300,000 onwards
Responsibilities
• Oversee daily call center activities, ensuring 24/7 operations and compliance with SLA metrics.
• Manage staffing levels, ensuring a minimum number of FTEs.
• Monitor call volume, agent productivity, and service quality.
• Implement process improvements to optimize efficiency and customer experience.
Requirements
• Excellent command of the English language.
• Bachelor's degree or equivalent qualification
• Minimum 2 of experience in a call center managerial role.
• Strong leadership and problem-solving skills.
• Experience with call center metrics, reporting, and workforce management tools.
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