About Us
AKARA Apartments operates a structured, data-driven call center designed to support high-volume real estate inquiries while maintaining a premium standard of service and communication.
The Role
We’re looking for a Call Center Manager to lead and develop the entire Customer Care and Inside Sales teams. You will be responsible for performance, KPIs, training, workflow optimization, and ensuring that all leads are handled efficiently and professionally.
Key Responsibilities
* Lead and manage the full call center team across Customer Care and Inside Sales.
* Set, track, and optimize KPIs for response time, lead qualification, appointment rates, and communication quality.
* Train, mentor, and monitor team members to maintain high communication standards.
* Optimize workflows, scripts, communication templates, and CRM processes.
* Review and audit call recordings to ensure service quality and consistency.
* Collaborate closely with the Marketing and Sales teams to improve lead conversion and client experience.
* Prepare daily, weekly, and monthly performance reports for leadership review.
Requirements
* 3–6 years of call center or operations leadership experience.
* Strong communication, coaching, and team management skills.
* Experience with CRM systems, call monitoring tools, and workflow processes.
* High sense of responsibility, ownership, and the ability to lead a fast-paced team.
Why Akara
You will lead one of the most important divisions in the company—directly influencing revenue, client satisfaction, and overall business performance. Your leadership will play a key role in shaping Akara’s service standards and operational excellence.
Join Akara
Become part of a high-energy, structured, results-driven environment where your leadership directly impacts client experience, team performance, and overall company success.
If you feel you are the right fit for this opportunity, we'd love to hear from you. Please apply through "Apply Now" on this advert or send your CV to hr@akaraapartments.lk or WhatsApp to +94 77 663 5926.
