One of our prestigious Clients' who is a Multinational "IT Company" is looking for a competent "Customer Service - Team Leads" to work in their Colombo office immediately.

# SALARY: (Depending on your proficiency of the given languages, your salary will be as follows.)

• Sinhala / Tamil: Rs. 35,000
• English: Rs. 37,500
• English + Sinhala: Rs. 43,500
• English + Tamil: Rs. 43,500

# BENEFITS: Free Transport (Night-Shift), Medical Insurance, Shift Allowance.

# RESPONSIBILITIES & REQUIREMENTS

• Provides daily direction and communication to employees so that customer service calls, chats and emails are answered in a timely, efficient and knowledgeable manner.
• Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Responds to and resolves employee relations issues expressed by team members.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Ensure quality, customer satisfaction, productivity and service level targets are achieved.
• Utilize workforce management, agent scheduling and monitor real time adherence to schedule.
• Coach and review staff performance and provide feedback and further training for staff that requires additional support.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Planning daily/weekly workload to support business priorities.
• Participate in the recruitment process for new hires each cycle.
• Uses appropriate judgment in upward communication regarding department or employee concerns.

# QUALIFICATIONS & EXPERIENCES

• High School Diploma or higher.
• 1+ Years' of related customer service and call center experience preferred.
• Previous Lead or Supervisory experience preferred.
• Proficiency in IT. (Email, Internet, MS-Office)
• Excellent skills in both written and spoken English.
• Exceptional customer service, organizational and analytical skills.
• Strong interpersonal and communication skills.
• Proactive and continuous improvement attitude.
• Problem solving skills.
• Coaching and development skills.
• Working Hours: Shift Based. (Day / Night)

# HOW TO APPLY

If you are interested, send us your CV to, This email address is being protected from spambots. You need JavaScript enabled to view it.