Assistant Manager Contact Center

We are headhunting a high-impact leader to drive excellence across our contact center operations. You will be responsible for supervising a team of agents, ensuring they meet rigorous KPIs while delivering world-class service. This role demands a balance of motivational leadership and analytical oversight to maintain a high-performance culture in a fast-paced environment.

Your mission involves monitoring real-time metrics and implementing tactical adjustments to optimize queue management and response times. By conducting regular coaching sessions and quality audits, you will elevate the team’s communication standards and problem-solving capabilities. We seek a proactive individual who can resolve escalated issues while identifying trends to improve the overall customer journey.

Requirements:

• Proven experience in contact center supervision or workforce management.

• Mastery of telephony software and CRM reporting tools.

• Exceptional ability to lead, mentor, and reduce staff attrition rates.

More information

Job Location : Colombo, Sri Lanka
Country:  Sri Lanka
City : Colombo
Job Types : Full Time
Salary : LKR 55000-130000

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