Assistant Manager - Call Center Operations

PAYable, Sri Lanka’s leading payment technology company serving over 40,000 merchants across card-present, card-not-present, mPOS, and digital payment channels, is looking for a dynamic and experienced professional to join our team as:

Assistant Manager - Call Center Operations

Key Responsibilities

• Monitor call quality, agent performance, and customer interaction standards through regular call audits.
• Track and improve key call center KPIs, including Average Handling Time (AHT), call volume, service levels, first-call resolution, and customer satisfaction.
• Set individual and team performance targets and monitor KPI achievement.
• Monitor agent attendance, absenteeism, punctuality, shift adherence, and schedule compliance.
• Manage daily workforce allocation to ensure adequate call center coverage.
• Identify performance gaps and provide coaching, feedback, and corrective action plans to agents.
• Monitor productivity, breaks, and adherence to assigned working schedules.
• Review call center performance reports and provide regular updates on operational KPIs.
• Handle escalated calls and ensure compliance with call handling and quality standards.
• Identify operational inefficiencies and implement process improvements to enhance team productivity and customer experience.
• Coordinate with HR and relevant departments on attendance issues, performance management, and disciplinary matters where required.

Requirements

• Bachelor’s Degree or Diploma in a relevant field.
• Minimum 3-5 years of experience in a similar role.
• Excellent communication and customer relationship skills.
• Strong leadership, problem-solving, and organizational abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Good knowledge of MS Office applications and customer support systems.
• Positive attitude with a passion for delivering excellent customer service.

Join PAYable and be part of an innovative fintech company driving the future of digital payments in Sri Lanka.