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.