Assistant Manager - Call Center Operations
Payable Pvt LtdThe Role
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:
Questions and answers
Who is hiring for Assistant Manager - Call Center Operations?
Payable Pvt Ltd advertised this Full-time vacancy on Agency.lk. You can submit an application on this page.
What does this job involve?
Monitor 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.
What qualifications and skills are required?
Bachelor’s Degree or Diploma in a relevant field.; Minimum 3–5 years of experience in a similar role.; Excellent communication and customer relationship skills.
Where is this job located?
The advertised location is Colombo, Sri Lanka. The work mode is On-site. Check the advert for travel and eligibility requirements.
Is remote work available?
The employer lists the work mode as On-site. Confirm any flexibility with the employer using the information in the advert.
When was this job posted?
This vacancy was posted on 4 Nov 2026.
How do I apply for this job?
Read the full advert, then use the application form on this page to provide your contact details and CV. Sign in if you already have an account.
When does the application period end?
No separate closing date is shown for this vacancy. Check the job description for any application dates and confirm that the listing is still accepting applications.
Responsibilities
- Monitor 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.
Requirements
- Bachelor’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.
About Company
Fintech & Payments
Since its inception in 2016, PAYable has empowered over 22,000 MSME merchants across Sri Lanka, effectively making it the single largest mobile POS service provider in the country. By eliminating all major cost barriers, PAYable has successfully motivated merchants - who were thus far excluded from the ability to accept cashless payments - to adopt and champion credit and debit card payment acceptance. PAYable currently powers transactions on the VISA, Mastercard, CUP, AMEX, JCB, Lanka Pay and Alipay networks, is completely PA-DSS compliant and offers end-to-end security, ensuring cardholder information remains 100% secure. Built to foster inclusivity, PAYable technology is able to adapt to business integration requirements, map customers business processes, integrate to 3rd party in-app and hardware solutions and conform to international standards.
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Category
Customer Service & Support > Customer Support > Call Center Support
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