Call Center Supervisor

Role summary

The Call Center Supervisor will manage the day-to-day execution of TeamZoro's voice-based customer operation in Sri Lanka. This role is responsible for queue oversight, shift discipline, agent support, escalation handling, and immediate operational control during active service periods.

This is a supervisory role for someone who can stay calm under pressure and keep frontline service teams operating to standard. The role requires strong people coordination, live service judgment, and the ability to convert service performance data into coaching and action.

Responsibilities

• Supervise frontline call center staff during active service periods and ensure adherence to schedules and operating standards.
• Monitor queue performance, service levels, and call-handling patterns across the shift.
• Provide live support for escalations, customer-sensitive issues, and agent guidance during complex interactions.
• Coordinate attendance, handovers, shift readiness, and immediate service continuity actions.
• Track daily performance indicators and communicate service observations to management.
• Support coaching, refresher actions, and follow-up with agents on quality and conduct expectations.
• Maintain clear records of service incidents, escalations, and operational observations.
• Work with QA and support management teams to improve voice-channel performance and consistency.

Required qualifications

• Diploma or bachelor's degree in business, communications, management, or a related discipline.
• 3+ years of experience in call center operations, customer support, or frontline service environments.
• Previous experience leading a shift, supervising agents, or acting as a team lead in a contact center setting.
• Strong understanding of queue management, escalation handling, and live service execution.
• Ability to coach frontline staff and maintain operational discipline in fast-paced environments.
• Strong written and verbal communication skills in English.

Preferred experience

• Experience in digital platform support, service operations, or high-volume customer environments.
• Exposure to workforce scheduling, service level tracking, or call center reporting.
• Experience working with QA teams or structured coaching programs.
• Experience in multilingual service environments.

Skills

• Call center supervision
• Queue management
• Frontline coaching
• Escalation support
• Shift coordination
• Operational discipline
• Service reporting
• Communication

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct involvement in frontline service leadership and operational execution.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of contact center supervision, queue management, escalation handling, or team performance improvement where possible. Shortlisted candidates will be contacted for the next stage.