Contact Centre Manager

WE ARE HIRING: Contact Centre Manager

Location: Colombo, Sri Lanka
Employment Type: Full Time
Industry: Business Process Outsourcing (BPO) / Customer Experience Management 

Role Overview 

We are seeking an experienced and results-driven Contact Centre Manager to lead large-scale international voice and contact centre operations. The successful candidate will be responsible for operational performance, service delivery excellence, stakeholder management, workforce optimization, and people leadership across multiple teams and customer accounts. This senior leadership position requires a highly capable operations professional who can drive operational efficiencies, enhance customer experience, improve employee engagement, and consistently deliver business outcomes within a dynamic and fast-paced environment. 

Key Responsibilities Operational Leadership

• Lead and manage large-scale international voice and customer contact centre operations.
• Develop and execute operational strategies aligned with organizational goals and client expectations.
• Drive operational excellence through structured performance management and continuous improvement initiatives.
• Ensure service delivery standards are consistently achieved across all operational functions.
• Provide leadership and direction to operational managers and support teams.

Performance Management & Service Delivery

• Own and manage operational KPIs, SLAs, productivity targets, quality metrics, and customer satisfaction indicators.
• Monitor operational performance through regular reviews, reporting, and data-driven insights.
• Identify performance gaps and implement corrective actions to achieve operational objectives.
• Drive initiatives that improve efficiency, service quality, and customer outcomes.
• Ensure contractual obligations and customer expectations are consistently met.

Workforce Planning & Operational Governance

• Oversee workforce planning, resource allocation, scheduling, forecasting, and capacity management activities.
• Ensure optimal staffing levels to support operational demands and business requirements.
• Implement governance frameworks and operational controls to ensure consistency and accountability.
• Drive adherence to operational policies, processes, compliance requirements, and service standards.
• Support business continuity and operational resilience initiatives.

People Leadership & Development

• Lead, mentor, and develop high-performing operational teams.
• Create a positive, performance-driven, and customer-focused culture across the organization.
• Drive employee engagement, coaching, talent development, and succession planning initiatives.
• Build leadership capability throughout the operations function.
• Foster collaboration, accountability, and continuous learning within teams.

Customer Experience & Continuous Improvement

• Drive exceptional customer service delivery and customer experience outcomes.
• Identify opportunities to improve customer journeys, operational processes, and service quality.
• Champion continuous improvement initiatives that enhance efficiency and business performance.
• Support innovation and process transformation programs within the contact centre environment.
• Ensure customer-centric thinking remains at the core of all operational activities.

Stakeholder Management

• Partner effectively with senior internal and external stakeholders.
• Develop strong relationships with clients and business partners.
• Provide regular operational updates, business reviews, and performance recommendations.
• Represent the operations function in strategic discussions, governance reviews, and business planning sessions.
• Support organizational growth through strong stakeholder engagement and operational leadership.

Candidate Profile

• Proven experience managing international voice and contact centre operations.
• Strong track record of leading large operational teams within a customer service or BPO environment.
• Extensive experience managing service delivery, operational KPIs, SLAs, and customer experience metrics.
• Strong expertise in workforce management, forecasting, scheduling, and operational governance.
• Demonstrated success in driving operational excellence and continuous improvement initiatives.
• Excellent people leadership, coaching, mentoring, and team development capabilities.
• Strong analytical and decision-making skills with a data-driven approach to performance management.
• Exceptional communication, stakeholder management, and relationship-building skills.
• Ability to operate effectively in a fast-paced, performance-oriented environment.
• Customer-focused mindset with a passion for service excellence and business performance.
• Experience engaging with senior stakeholders and managing complex business operations.
• Bachelor's Degree in Business Management, Operations Management, Human Resources, or a related discipline will be an advantage.

Ready to take your career to new heights? 

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! 

Our client is looking for a skilled individual to fill the role of Group Manager – Operations. 

Apply now and see how you can be the perfect fit for this exclusive position!

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