Manager - Customer Service (Call Center Operations)

About the Role

PAYable Pvt Ltd seeks a Manager for Customer Service and Call Center Operations to oversee quality monitoring, complaint resolution, multi-channel customer engagement, and agent coaching at its Colombo 3 office.

Responsibilities

• Monitor call quality and customer interactions
• Manage support tickets and resolve issues timely
• Handle complaints and escalations
• Oversee multi-channel customer engagement (calls, emails, social media)
• Coach and supervise customer service agents
• Conduct quality audits and maintain standards
• Track KPIs and recommend improvements
• Coordinate with internal departments

Requirements

• Bachelor's degree or diploma in relevant field
• 3-5 years similar role experience
• Strong communication and leadership skills
• MS Office proficiency
• Ability to work in fast-paced environment

Skills

`Customer Service Management` · `Call Center Operations` · `Quality Monitoring` · `Complaint Handling` · `Team Leadership` · `MS Office` · `KPI Management` · `Multi-channel Support`

How to apply

Or apply online: https://ikman.lk/en/ad/manager-customer-service-call-center-operations-colombo