Job Description: Call Center Coordinator – Colombo

We are seeking a Call Center Coordinator to oversee the smooth day-to-day operations of our customer contact team based in Colombo. This position is responsible for managing workflow, ensuring service levels are met, monitoring performance, and assisting team members in delivering effective and timely support to customers.

The role is hands-on and requires someone who can remain focused under pressure, balance team needs with customer expectations, and handle administrative duties related to scheduling, tracking, and reporting.

Position Summary:

The Call Center Coordinator serves as the bridge between front-line agents and management. You will be responsible for ensuring that the call center operates in an orderly and efficient manner, helping the team maintain consistent standards of service. You will manage scheduling, oversee attendance, ensure adherence to call-handling procedures, and monitor performance indicators like response time and customer satisfaction.

The ideal candidate should be practical, organized, and comfortable with both administrative tasks and people management. You’ll need to be present on the floor, understand what’s happening in real time, and be quick to support staff or step in when an issue arises.

Key Responsibilities:

1. Daily Operations Management

Supervise the day-to-day functioning of the call center.
Coordinate team schedules, shifts, and breaks to ensure proper coverage.
Monitor real-time call volume and adjust staff allocation as needed.

2. Performance Monitoring

Track performance metrics such as call duration, response time, hold times, and ticket resolution.
Provide regular reports to management on key KPIs.
Identify underperformance or process delays and take corrective steps promptly.

3. Staff Support and Coordination

Act as a first point of contact for call center agents requiring assistance.
Help onboard new agents and ensure they understand procedures.
Offer direct feedback to staff on daily performance and conduct spot checks when needed.

4. Communication and Escalation

Relay updates from management to the team clearly and on time.
Escalate issues such as system outages, critical complaints, or call spikes appropriately.
Maintain records of escalated cases and follow up until resolution.

5. Administrative Tasks

Maintain daily attendance logs, shift rosters, and team productivity records.
Organize and document call scripts, FAQs, and procedural guidelines.
Assist with training documentation and performance appraisal inputs.

6. Quality and Compliance

Ensure call handling follows company policy and meets quality expectations.
Conduct call audits and assist with compliance checks.
Support any customer surveys or quality assurance initiatives.

Required Qualifications:

A diploma or degree in Business Administration, Communications, IT, or related field.
Minimum of 2 years’ experience working in a call center environment, with at least 1 year in a supervisory or coordinator-level role.
Solid understanding of call center systems and operations (inbound and outbound).
Competency in using CRM software and call handling platforms.
Proficient in MS Excel and basic reporting tools.

Preferred Attributes:

Excellent communication skills in English and Sinhala (Tamil is an advantage).
Strong interpersonal skills with the ability to manage different personalities and resolve minor disputes effectively.
Sharp attention to detail, especially when monitoring systems and compiling data.
Reliable under pressure and capable of managing real-time demands with minimal supervision.
Fair and consistent when dealing with team issues or enforcing rules.

Work Conditions:

This role is based in Colombo and requires a full-time on-site presence.
Working hours are Monday to Saturday, typically from 8:30 AM to 5:30 PM, with potential rotational shifts during peak seasons.
The environment is fast-paced and requires being alert throughout the shift.
Occasional overtime or late shifts may be required depending on campaign activity or staffing changes.
Desk-based with frequent interaction with staff on the floor; access to company communication tools and system dashboards will be provided.

What We Expect From You:

You show up on time, manage your tasks without needing to be reminded, and stay calm during busy periods.
You take responsibility for your team’s performance—not just your own.
You maintain accurate records and communicate clearly with both staff and senior management.
You uphold rules firmly but respectfully, setting a tone of accountability without creating conflict.
You are willing to stay late when needed, take over calls when required, and help new agents learn the ropes.

What You Can Expect From Us:

A structured and well-maintained operational setup with defined workflows.
Support from the management team and access to tools that help you succeed in your role.
Fair pay, leave entitlements, and a safe working environment with proper resources.
On-the-job training in areas like reporting, quality control, and scheduling.
Room to grow into senior supervisory or team lead roles based on proven ability.

Who Should Apply:

This role is suitable for:

Individuals who have prior experience working in call center operations and enjoy working with teams.
Candidates based in or around Colombo looking for a stable, well-structured role with clear expectations.
People who are organized, process-driven, and value discipline and structure in the workplace.
Applicants who can switch between admin duties and people management without missing a beat.

You should reconsider applying if:

You are not comfortable with routine-based work or being on-site full-time.
You struggle to manage others or feel hesitant giving clear feedback or instructions.
You are looking for remote or flexible working arrangements, as this role requires on-floor presence.

Application Process:

To apply, please submit the following documents:

Updated CV with your call center or coordination experience clearly outlined.
A short cover letter explaining your interest in the role and what you can bring to the team.
Names and contact details of at least two professional references.
Any documentation showing prior experience with scheduling tools, call software, or performance reporting (if available).

Shortlisted candidates will be contacted for an initial phone screening followed by a structured interview and a short skills-based assessment.

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Final Word:

This isn’t a flashy job—but it’s a necessary one. If you understand how important it is to keep people organized, systems flowing, and customers supported without delay, then this is your space.

The ideal Call Center Coordinator is not the loudest voice in the room—but the one everyone turns to when things need to get done. If you’re someone who prefers action over words, clarity over complexity, and reliability over performance talk—we’d like to hear from you.

We value consistency, common sense, and team-first thinking. If you’re ready to bring those to the table, apply today.