Call Center Team Leader

Call Center Team Leader

Aramex · Colombo

About the Role

Aramex Sri Lanka is seeking a dynamic and results-driven Call Center Team Leader to join our operations. In this role, you will be responsible for leading a high-performing frontline team, ensuring that every customer interaction reflects our commitment to excellence. You will balance people management with data-driven performance analysis to maintain Aramex’s high service standards.

Key Responsibilities

• Team Leadership: Lead, manage, and motivate a dedicated team of approximately 15 call center agents to achieve operational success.

• Performance Management: Monitor real-time team performance to ensure KPIs and service level agreements (SLAs) are consistently met.

• Coaching & Development: Provide regular coaching, constructive feedback, and professional development to enhance team member skills.

• Escalation Handling: Act as the primary point of contact for complex customer interactions and escalated issues.

• Data Analysis: Utilize Microsoft Excel to prepare and analyze performance reports, identifying trends to drive continuous improvement.

• Operational Excellence: Maintain rigorous standards of customer service and overall operational efficiency.

Requirements

• Experience: 1–2 years of proven experience in a similar call center leadership or supervisory role.

• Leadership Skills: Demonstrated ability to manage, lead, and inspire a diverse team effectively.

• Technical Proficiency: Strong working knowledge of Microsoft Excel for reporting and data analysis.

• Communication: Exceptional interpersonal and soft skills, with the ability to communicate clearly across all levels.

• Adaptability: Comfortable working in a fast-paced, target-driven environment.

• Flexibility: Willingness to work on a 24/7 shift basis, including regular rotations between day and night shifts.

Who You Are

• A Strong Leader: You possess a professional presence and the ability to command respect while fostering a supportive environment.

• A Problem-Solver: You have an analytical mindset and the ability to think on your feet during complex situations.

• Accountable: You take high ownership of your team’s results and are committed to meeting organizational goals.

How to Apply

If you are ready to take the next step in your leadership career with a global logistics leader, we want to hear from you! Apply now through our career portal or relevant job board.

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