Assistant Manager – Call Center Operations
Closing date
12 Nov 202610 days left
Posted
1 Nov 2026
Views
👁 0
Job details
At Payable (Pvt) Ltd, we are redefining the financial technology landscape by delivering cutting-edge payment solutions that empower businesses and consumers. As a leader in digital transactions (powering over 40,000+ merchants as the No. 1 fintech in Sri Lanka), we continue to innovate and expand our reach, shaping the future of seamless financial interactions.
Position Summary
Role: Assistant Manager – Call Center Operations
Company: Payable (Pvt) Ltd
Location: 4th Floor, Huejay Court, No. 32, Sir Mohamed Macan Marker Mawatha, Colombo 03, Sri Lanka
Employment Type: Full-Time
Role Overview
Lead PAYABLE's customer service function, ensuring merchants and partners receive fast, accurate, and empathetic support across every channel. Build and coach a high-performing team, define SLAs and quality standards, and partner with product, operations, and tech to continuously improve the merchant experience.
Key Responsibilities
Lead, mentor, and develop the customer service team across voice, chat, and email.
Define and monitor SLAs, KPIs, and quality scores; drive continuous improvement.
Own escalation management and resolve complex merchant issues end-to-end.
Partner with product, tech, and operations to close recurring pain points.
Design workflows, scripts, and knowledge base content for consistent service.
Report on service performance and insights to senior leadership.
Qualifications & Toolkit
Education & Experience:
Bachelor's degree in Business Administration, Management, or a related field.
5+ years in customer service with at least 2 years in a leadership role.
Must-Have Skills:
Team Leadership
CRM Systems
SLA Management
Conflict Resolution
Technical Documentation
Sinhala / Tamil / English
Nice-to-Have:
Prior experience repairing electronic devices – preferably POS or Android terminals.
Working knowledge of Android device management tools, basic networking, and the ability to work independently against tight deadlines.
How to Apply
Interested candidates are invited to apply within 14 days by sending their CV:
Email: careers@payable.lk
Email Subject Line: Must mention the role ("Assistant Manager - Call Center Operations")
PAYABLE (Pvt) Ltd
4th Floor, Huejay Court, No. 32, Sir Mohamed Macan Marker Mawatha, Colombo 03, Sri Lanka
Tel: +94 76 455 0331 | Website: www.payable.lk