Support Services Manager
Hybrid · Colombo, Western Province, Sri Lanka
Job Summary
Lead the Consumer Support Services function, including QA, Training, Workforce Management (WFM/RTA), Continuous Improvements, Subject Matter Experts, Compliance, and (Complaints?), partnering with Operations to improve customer experience and operational efficiency. Responsibilities include overseeing onboarding, QA auditing/calibration, training needs analyses, WFM planning, and coaching, while managing both local and offshore teams to drive performance improvements and meet service level targets. Requires strong leadership, stakeholder management, analytical capability, and a continuous improvement mindset; proficiency with Excel/PowerPoint and experience with NICE/Verint/Calabrio/Genesys is preferred.
Required Qualifications
- Demonstrated experience leading or supporting QA, Training, and/or WFM teams within a contact centre.
- Strong understanding of operational metrics including service levels, quality performance, adherence, productivity, and customer experience measures.
- Proven leadership and stakeholder management capability across local and offshore teams.
- Strong analytical and problem-solving skills with the ability to interpret operational data and provide actionable insights.
- Advanced proficiency in Microsoft Excel and PowerPoint.
- Experience using workforce management platforms such as NICE, Verint, Calabrio, or Genesys.
- Experience working within matrix reporting structures and cross-regional operational environments.
- Background in training delivery, coaching, or learning and development.
- Experience leading continuous improvement or operational transformation initiatives.
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