CrawlJobs Logo

Call Center Team Lead

ikman

Location Icon

Location:
Sri Lanka , Colombo 2

Category Icon
Category:
Call Center

Job Type Icon

Contract Type:
Employment contract

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

MINIMUM QUALIFICATIONS & REQUIREMENTS: 4+ years of experience related to Telesales / Call Centre / BPO operations, including at least 2 years' experience in a supervisory/lead role. Should be able to work on a shift and roster basis. A degree or relevant qualification will be an added advantage. Ability to work under pressure, prioritise, and handle multiple tasks at any given time. Excellent communication skills in English with Sinhala/Tamil. Exceptional interpersonal skills and attention to detail. DUTIES & RESPONSIBILITIES: Ensuring the team meets the sales/revenue targets and analysing sales/revenue data,and reporting KPls. Handling customer complaints and inquiries & customer relationships. Selecting, recruiting, training, and managing contact centre agents. Ensuring staff members are achieving desired service levels. Ensuring Help Desk operations are taking place timely and smoothly. WHAT YOU'LL GAIN: An attractive remuneration package above market standards (Basic salary + Monthly revenue based incentives). Permanent employment opportunity. Weekend & other shift allowances. Staff insurance including OPD + Hospitalization + Life cover. Quarterly rewards, plus many more achievement-based rewards. A continuous learning experience with excellent career growth opportunities. A great culture and a positive, supportive working environment.

Job Responsibility:

  • Ensuring the team meets the sales/revenue targets and analysing sales/revenue data,and reporting KPls
  • Handling customer complaints and inquiries & customer relationships
  • Selecting, recruiting, training, and managing contact centre agents
  • Ensuring staff members are achieving desired service levels
  • Ensuring Help Desk operations are taking place timely and smoothly

Requirements:

  • 4+ years of experience related to Telesales / Call Centre / BPO operations, including at least 2 years' experience in a supervisory/lead role
  • Should be able to work on a shift and roster basis
  • A degree or relevant qualification will be an added advantage
  • Ability to work under pressure, prioritise, and handle multiple tasks at any given time
  • Excellent communication skills in English with Sinhala/Tamil
  • Exceptional interpersonal skills and attention to detail

Nice to have:

A degree or relevant qualification

What we offer:
  • An attractive remuneration package above market standards (Basic salary + Monthly revenue based incentives)
  • Permanent employment opportunity
  • Weekend & other shift allowances
  • Staff insurance including OPD + Hospitalization + Life cover
  • Quarterly rewards, plus many more achievement-based rewards
  • A continuous learning experience with excellent career growth opportunities
  • A great culture and a positive, supportive working environment

Additional Information:

Job Posted:
May 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
ikman - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon
PREMIUM
More languages and countries
+ Unlock 2305 hidden job offers
Languages
English Čeština Deutsch Ελληνικά Español Français +15
Countries
United States United Kingdom India Canada Australia +
See plans
Plans from $2.99 / month

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Call Center Team Lead

Call Center Knowledge Management Specialist

In this unique role, you will be collaborating with many partners within the bus...
Location
Location
United States , Baltimore
Salary
Salary:
56778.00 - 82328.25 USD / Year
https://www.ikea.com Logo
IKEA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum of High School diploma, GED, or equivalent education
  • Minimum 3 years of experience working with communication
  • Minimum 2 years in Learning & Development platform/software implementation and utilization
  • Experience presenting and leading in front of local management and global partners
  • Strong consultation and communication skills, especially in written and verbal presentation
  • Strong stakeholder management skills
  • Experience working in a call center in a role that disseminates information internally to ensure all members of the team have accurate information
  • Worked with customers to understand their information in connection to omnichannel shopping experiences
  • Ability to write information in a customer-facing way
  • Passionate about understanding customer behavior and needs, and designing a unique remote experience that exceeds customer expectations
Job Responsibility
Job Responsibility
  • Ensure local translation of knowledge content, assuring cultural relevance, in order to secure accessible knowledge for customers and co-workers
  • Maximize potential and quality of natural language self-serve tools (i.e. Chatbot) to improve effectiveness and quality of service delivered
  • Provide the country Call Center team with internal specific communications, e.g. newsletters, local business plan, in order to ensure involvement and engagement among local co-workers
  • Identify the learning needs for co-workers, together with Quality Specialists, in order to enable continuous learning and development
  • Ensure, in collaboration with People & Culture, and Resolutions and Sales Specialists, local learning design as well as planning and coordinating learning deliveries, in order to enable qualitative and efficient trainings
  • Ensure collaboration with group Customer Knowledge Specialists and country Leadership & Competence to secure that local knowledge base is relevant
  • Review knowledge additions from Sales/Resolutions Specialists in order to secure knowledge standards are followed, leveraging and rewording relevant inputs for use in customer-facing knowledge sources
What we offer
What we offer
  • Generous paid time off, holiday and sick time
  • WiselyPay – get earned wages up to two days early
  • Paid parental leave (up to 16 weeks)
  • KinderCare tuition discount
  • Retirement and bonus plans
  • Co-worker discount, meal deal, and referral bonus
  • Pet insurance program
  • Education assistance and learning programs
  • Safety shoe reimbursement
  • 24/7 telehealth visits
  • Fulltime
Read More
Arrow Right

Call Center Representative

Robert Half is the world’s first and largest specialized talent solutions firm t...
Location
Location
United States , Lewisburg
Salary
Salary:
Not provided
https://www.roberthalf.com Logo
Robert Half
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • HS Diploma/GED
  • Customer Service
  • Communication
  • Sales
  • Office Functions
  • Microsoft Excel
  • Training
  • Procedures
  • Policy
  • Answering Inbound Calls
Job Responsibility
Job Responsibility
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints provide appropriate solutions and alternatives within the time limits follow up to ensure resolution
  • Keep records of customer interactions process customer accounts and file documents
  • Follow communication procedures guidelines and policies
  • Take the extra mile to engage customers
What we offer
What we offer
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
  • Fulltime
Read More
Arrow Right

Team Lead, Debt Solutions Manager

The primary responsibility of the Team Leader, DSM is to motivate and coach a sm...
Location
Location
Canada
Salary
Salary:
Not provided
farber.ca Logo
FARBER
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Post-secondary education or related equivalent experience
  • 2+ years of experience in Sales Management within the financial industry, insolvency industry and/or sales call center setting
  • 2+ years of front line insolvency experience is an asset
  • Excellent verbal, listening and written communication
  • High computer literacy including the ability to learn new programs
  • Great interpersonal and relationship building skills
  • Excellent problem-solving skills with the ability to prioritize and manage workload demands and multiple tasks
  • Ability to set and meet targets and service levels of the team
  • Strong organizational, analytical, and critical thinking skills
  • Highly motivated with a desire to be successful and the innate desire to motivate others
Job Responsibility
Job Responsibility
  • Build, manage, and develop an effective and high performing team
  • Maintain frequent visibility and provide leadership to each team member
  • Measure and coach to key KPI’s including closing ratios, best practices compliance and pipeline management
  • Support RPL and assist with scheduling and organizing shift patterns for the team
  • Develop, maintain, and apply the knowledge learned of the insolvency industry to support the team
  • Answer questions from the team and help solve problems while overseeing work to ensure quality and conformity
  • Listen to calls to identify opportunities for improvement and provide coaching
  • Create superior customer experience by having team members engage, listen, and understand the needs of potential clients
  • Promote a strong working relationship with team members to ensure high morale, maximize productivity and customer satisfaction
  • Conduct one-on-one weekly meetings with team members
  • Fulltime
Read More
Arrow Right

Call Center Shift Supervisor

The Call Center Shift Supervisor provides daily supervision of call center emplo...
Location
Location
United States , Liberty
Salary
Salary:
Not provided
kansashealthsystem.com Logo
The University of Kansas Health System
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School Graduate or GED
  • 2 or more years of experience in a supervisory role in a call center, switchboard call center or dispatch environment
  • Experience interacting and communicating with a diverse population using sensitivity, tact and discretion
  • Excellent typing, grammar and spelling skills
  • Ability to coordinate activities or tasks of people and groups
  • Strong computer skills
  • Excellent customer service skills
Job Responsibility
Job Responsibility
  • Provides daily supervision of call center employees using techniques that reflect good leadership skills, encouraging employees to be customer service focused
  • Responsible for providing care/service safely and efficiently for the care of each patient with the demonstrated ability to complete multiple tasks in a fast paced, high energy environment
  • Locates appropriate physicians/services for callers and facilitates the connection of the two
  • Operates overhead paging system and pages physicians as needed
  • Serves as the answering service for hospital departments and physician practices
  • Responsible for managing staff to perform job responsibilities and tasks in a manner that will help the call center team achieve above average service levels for abandonment rate, hold time, wait time and customer service
  • Responsible for the preparation& reconciliation of reports daily, weekly and monthly of Call Center Shift statistics, Emergency Code Activation Logs, Call Center Rep statistics, EBS reports, Backup Emergency Code Activation Logs, On Call Change Logs, Call Quality, Operator Log in/Out reports, Shift Reports &/or other reporting as needed to ensure all work is being completed and documented correctly
  • Responsible for providing cover when additional phone coverage is needed by using all software programs, Infinity IS, Communicator and ONCALL
  • Provides rapid and professional response to all internal and external callers
  • Responsible for overseeing and acting as backup for all medical and security related emergency code activations while in the department
  • Fulltime
Read More
Arrow Right

Senior Contact Center Call Routing & Cloud Solutions SME

We are seeking an experienced and highly knowledgeable Contact Center Voice Subj...
Location
Location
Poland , Warsaw
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Work experience of 8 to 10 years on Voice routing technology
  • Experience working with Genesys (Cloud/On-premises) and NICE CXone platforms
  • Certifications in Genesys and/or NICE CXone
  • Deep understanding of call routing (Cisco ICM/Swampfox ICX), IVR, ACD, CTI, omnichannel capabilities, and reporting/analytics
  • Experience with scripting languages such as JavaScript, Python, Ansible automation or Genesys Composer/SCXML
  • Solid grasp of APIs, data integrations, and CRM (Salesforce, MS Dynamics) integrations
  • Familiarity with telephony infrastructure (SIP, VoIP) and cloud-hosted environments (AWS, Azure)
  • Strong problem-solving and analytical skills
  • Excellent verbal and written communication skills
  • Ability to work independently and as part of a team in a fast-paced environment
Job Responsibility
Job Responsibility
  • Serve as the technical SME for Genesys (Cloud/On-premises) and NICE CXone platforms
  • Lead product certification, design, configuration, and deployment of contact center solutions across platforms
  • Work with cross-functional teams to integrate contact center solutions with CRMs, IVRs, WFM, and other enterprise systems
  • Analyze business requirements and recommend optimal platform configurations and workflows
  • Ensure platform stability, scalability, and performance through continuous monitoring and proactive maintenance
  • Collaborate with vendors and internal stakeholders for feature enhancements and roadmap alignment
  • Develop and maintain comprehensive documentation including architecture diagrams, SOPs, and user guides
  • Conduct platform training and knowledge transfer to team members and end-users
  • Work with controls team to ensure systems are compliant with Citi standards
  • Actively participate in Internal/external Audit
What we offer
What we offer
  • Private Medical Care Program
  • Life Insurance Program
  • Pension Plan contribution (PPE Program)
  • Employee Assistance Program
  • Paid Parental Leave Program (maternity and paternity leave)
  • Sport Card
  • Holidays Allowance
  • Sport and team recreation activities
  • Special offers and discounts for employees
  • Access to an array of learning and development resources
  • Fulltime
Read More
Arrow Right

Call Center Shift Supervisor

The Call Center Shift Supervisor provides daily supervision of call center emplo...
Location
Location
United States , Olathe
Salary
Salary:
Not provided
kansashealthsystem.com Logo
The University of Kansas Health System
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • High School Graduate or GED
  • 2 or more years of experience in a supervisory role in a call center, switchboard call center or dispatch environment
  • Experience interacting and communicating with a diverse population using sensitivity, tact and discretion
  • Excellent typing, grammar and spelling skills
  • Ability to coordinate activities or tasks of people and groups
  • Strong computer skills
  • Excellent customer service skills
Job Responsibility
Job Responsibility
  • Provides daily supervision of call center employees using techniques that reflect good leadership skills, encouraging employees to be customer service focused
  • Responsible for managing staff to perform job responsibilities and tasks in a manner that will help the call center team achieve above average service levels for abandonment rate, hold time, wait time and customer service
  • Responsible for the preparation& reconciliation of reports daily, weekly and monthly of Call Center Shift statistics, Emergency Code Activation Logs, Call Center Rep statistics, EBS reports, Backup Emergency Code Activation Logs, On Call Change Logs, Call Quality, Operator Log in/Out reports, Shift Reports &/or other reporting
  • Responsible for providing cover when additional phone coverage is needed by using all software programs, Infinity IS, Communicator and ONCALL
  • Responsible for overseeing and acting as backup for all medical and security related emergency code activations while in the department
  • Responsible for Manages a core group of team members and conducts bi weekly meetings with core team members
  • performs call monitoring each shift staff member weekly, provides monthly call monitoring quality scores to Call Center Representatives and documenting results
  • manages team members time off requests and overtime requirements
  • Attend mandatory weekly meetings with the Call Center Manager and monthly Call Center leadership meetings
  • Attend all quarterly Call Center operational, computer and customer service training sessions
  • Fulltime
Read More
Arrow Right

Team Leader

The Team Leader, Operations is responsible for the day-to-day supervision of a g...
Location
Location
Portugal , Lisbon
Salary
Salary:
Not provided
concentrix.com Logo
Concentrix
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
  • Ability to mentor, coach and provide direction to a team of employees
  • Mandatory Language requirements DE C1 or FR C1 or IT C1 or ES C1 + EN B2
Job Responsibility
Job Responsibility
  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
  • Communicate expectations to employees and provide timely updates
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Promote the Concentrix values through both behavior and attitude, including being an advocate for team members
Read More
Arrow Right

Senior Team Lead

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico...
Location
Location
United States , Nashville, TN / Atlanta, GA
Salary
Salary:
50000.00 USD / Year
helpware.com Logo
Helpware
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations
  • Working knowledge of call center operations and organization required
  • Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred
  • Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, NICE, VERINT, etc.)
  • Supervisory and people-management skills
  • Project management skills
  • Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence
  • planning, organizing and coordination skills
  • Adaptive to changing work schedules and working hours
  • Active listening skills
Job Responsibility
Job Responsibility
  • Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis
  • Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives
  • Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met
  • Act as a liaison for both internal and external groups for program initiatives
  • Help create, launch and drive critical account initiatives and programs
  • Be a mentor to other Team Leaders
  • Act as a catalyst for Peer-to-Peer Development
  • Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions
  • Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition
  • Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes
  • Fulltime
Read More
Arrow Right