Acquire BPO is a leading business process outsourcing firm in Sri Lanka that specializes in back office support, customer acquisition, customer service, technical support & lead generation.• Maintain smooth day-to-day operations in a cost-effective manner.• Provide inputs to revamp underperforming client services.• Create Standard Operating Procedures (SOPs) to minimize risk and solidify operations.• Initiate operational objectives to monitor progress.• Set Key Performance Indicators (KPIs) for supervisors/team leaders.• Conduct performance reviews and empower subordinates for individual growth.• Forecast call volumes and maintain agreed client service levels.• Allocate staff and prepare rosters efficiently.• Hire, onboard, and train new employees while developing existing ones.• Manage a team of 4 ATLs, 4 TLs, 2 AMs, 4 QA executives, & 100+ customer service representatives.• Proactively monitor and achieve KPIs, including high sales conversion rates.• Maintain strong client relationships.• Handle Inbound, Outbound, and Non-Voice processes.• Plan, monitor, and analyze production, workload, and SLA parameters.• Drive team performance, process optimization, and adherence to reporting schedules.• Deliver client presentations and compile/analyze data.• Creating comprehensive reports based on data analytics.• Proficient in Cisco, Avaya, CRM, and PMS systems.• Liaise with administration and other departments for smooth workflow.• Establish Omnichannel quality guidelines, provide coaching, and conduct regular audits.• Develop a high-performing team that excels with minimal supervision.• Ensure high CSAT levels and first call resolution (FCR) for customers.• Build a strong team with minimal attrition and shrinkage.• Oversee day-to-day operations.

Subsidiary company of Acquire BPO. Lead the piloting remote Card Center BPO contact center team for a leading Bank.

Aegis is a global outsourcing and technology company committed to impacting clients business outcomes by focusing on enhancing customer experience across all touch points and channels.• Managed a team of 25-30 customer service representatives.• Maintained operational trackers and prepared reports (daily, weekly, monthly).• Conducted call quality audits, provided coaching, and managed escalations.• Collaborated with other departments for smooth operations.• Handled administrative tasks.• Measured performance using KPIs and implemented strategies to meet SLAs.• Prepared rosters, managed staffing, and monitored call queue.• Served as a Single Point of Contact (SPOC) for the team.• Ensured minimal adherence issues and maximized productivity.• Collaborated with HR for recruitment, onboarding, and training.• Identified process gaps and implemented corrective actions.• Monitored customer feedback for enhanced experience.• Led training sessions on product knowledge and service skills.• Collaborated with QA team for quality standards.• Acted as escalation point for complex issues.• Maintained effective communication channels.• Conducted regular team meetings to provide updates and foster teamwork.• Implemented performance improvement plans.• Received "The Best Supervisor" award twice.

Dialog Axiata PLC is a leading telecommunications company in Sri Lanka. The company provides mobile, fixed-line, broadband, and digital television services, along with a variety of value-added services such as mobile banking, digital entertainment, and IoT solutions.• Customer Service Executive for leading telco company in Sri Lanka.• Managed multiple business units (BUs).• Handled incoming calls, prioritized first call resolution (FCR).• Worked independently with minimal supervision, ensuring high customer satisfaction.• Handled an average of 120+ calls daily with a focus on maintaining call quality.