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.