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ikman · Call Center

Call Center Team Lead

Sri Lanka, Colombo 2 Employment contract · Job Posted May 25, 2026
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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
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