Assistant Manager Call Center Operations

PAYable, Sri Lanka’s leading payment technology company serving over 40,000 merchants across card-present, card-not-present, mPOS, and digital payment channels, is looking for a dynamic and experienced professional to join our team as:Assistant Manager – Call Center OperationsKey ResponsibilitiesMonitor call quality, agent performance, and customer interaction standards through regular call audits.Track and improve key call center KPIs, including Average Handling Time (AHT), call volume, service levels, first-call resolution, and customer satisfaction.Set individual and team performance targets and monitor KPI achievement.Monitor agent attendance, absenteeism, punctuality, shift adherence, and schedule compliance.Manage daily workforce allocation to ensure adequate call center coverage.Identify performance gaps and provide coaching, feedback, and corrective action plans to agents.Monitor productivity, breaks, and adherence to assigned working schedules.Review call center performance reports and provide regular updates on operational KPIs.Handle escalated calls and ensure compliance with call handling and quality standards.Identify operational inefficiencies and implement process improvements to enhance team productivity and customer experience.Coordinate with HR and relevant departments on attendance issues, performance management, and disciplinary matters where required.RequirementsBachelor’s Degree or Diploma in a relevant field.Minimum 3–5 years of experience in a similar role.Excellent communication and customer relationship skills.Strong leadership, problem-solving, and organizational abilities.Ability to work in a fast-paced environment and manage multiple priorities.Good knowledge of MS Office applications and customer support systems.Positive attitude with a passion for delivering excellent customer service.Join PAYable and be part of an innovative fintech company driving the future of digital payments in Sri Lanka.