
Call Centre Team Leader
Team Leader - Customer Experience & Operational Support | Colombo
Location: Colombo
Company: MegaPay (Pvt) Ltd – Pay&Go
Salary: Rs. 60,000 + Commission
About Us:
MegaPay (Pvt) Ltd, operating under the brand name Pay&Go, is a leading provider of outsourced payment collection services in Sri Lanka. We offer reliable and convenient bill payment solutions through our island-wide network of kiosks, Android POS terminals, mobile app, and website.
Job Summary:
We’re looking for a passionate and results-driven Team Leader – Customer Experience & Operational Support to lead our dynamic support team. You’ll be responsible for overseeing daily operations, maintaining service quality, coaching team members, and driving performance improvements.
Key Responsibilities:
Supervise and motivate the customer experience team to achieve service excellence.
Monitor and analyze daily KPIs including adherence, absenteeism, and handling time.
Conduct team briefings, training, and one-on-one coaching sessions.
Handle escalated customer issues with professionalism and empathy.
Collaborate with Operations, Finance, and IT to resolve process-related issues.
Support the Assistant Manager and HOD in achieving departmental goals and preparing reports.
Maintain KPIs on service quality and adherence.
Requirements:
GCE O/L or A/L qualified; a Diploma in Management or related field is an advantage.
Minimum 3–5 years of customer service/contact center experience, including 2 years in a supervisory role.
Strong leadership, communication, and analytical skills.
Familiarity with CRM tools and operational dashboards.
Fluent in English and Sinhala (Tamil is an added advantage).
Other Details:
Probation: 6 months
Reports to: Assistant Manager – Quality Assurance & Training, Customer Experience & Operational Support
Why Join Us?
Be part of a fast-growing company that values innovation, teamwork, and service excellence. Grow your career in a supportive environment while making a real impact on customer satisfaction.

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