Job Description
TEAM LEADER – CALL CENTER NAWALA BRANCH
THE PROFILE
Join us for a rewarding career with Softlogic Finance PLC
- Supervise, lead, and motivate a team of call center agents to achieve individual and team KPIs.
- Monitor daily performance, attendance, and schedule adherence.
- Track and manage key KPIs including quality, productivity, and customer satisfaction.
- Handle customer escalations and ensure timely resolution.
- Ensure strict compliance with company policies, procedures, and service standards.
- Prepare and circulate basic performance reports, including hourly call volumes.
- Foster a positive, collaborative, and high-performance team environment.
THE PERSON
- Minimum 2 years’ experience in a call center environment (team handling experience preferred).
- Minimum educational qualification: G.C.E. A/L.
- Strong communication, leadership, and people-management skills.
- Proven ability to coach, motivate, and develop team members.
- Strong problem-solving and decision-making skills.
- Customer-centric mindset with a focus on service excellence.
- Sound knowledge of basic computer applications and call center systems.
- Ability to perform effectively in a fast-paced, target-driven environment.
Please forward your resume to [email protected] with names of two non-related referees indicating the post applied for in the subject line, on or before 16 June 2026.
Softlogic Finance PLC
IFI Tower 3 Zone B & C, 6th Floor
No. 75 Piyadasa Sirisena Mawatha, Colombo 10
