Daraz Sri Lanka Happiness Hero Team is looking for leaders to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis guided by Daraz values

As a leader, you will be the main contact point for all your team members, so we are in the search for people with excellent communication skills and you should also be able to act proactively to ensure smooth team operations and effective collaboration.

• Live the Daraz Values – Embrace Change, Teamwork, Customer Commitment, Integrity and Ownership.
• Encourage and maintain the open communication culture.
• Set clear team goals and provide support to achieve the assigned KPIs.
• Oversee day-to-day operation.
• Monitor team performance and report on metrics.
• Motivate team members.
• Identify training needs and provide coaching.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Encourage creativity, initiatives and question the status quo.
• Suggest and organize team building activities.

• Minimum 2 years’ experience in Customer Service or related industry.
• Advanced Diploma/Equivalent qualification in Business or a related field will be an added advantage.
• Strong knowledge of Contact Center KPIs and how to manage them.
• Strong Leadership Skills, Attention to detail, Sensitivity to customer issues, proactive identification and resolution of issues.
• Effective written and oral communication skills in English and Sinhalese. Fluency in Tamil would be an asset.
• Willing to work on a Roster basis with 2 off days per week in a 24 x 7 environment (For female candidates, working window is limited to 6AM - 9PM).

• If selected, you will work from our brand-new office in Colombo 3.
• Due to the current pandemic situation in the country, preference is given to candidates who have a suitable environment to work from home when required. Internet facilities will be provided by Daraz and strong 4G broadband reception is required.
• Selected candidate will directly report to Head of Customer Service Operations.