Job Title: Outbound Team Leader
Location: Colombo, Sri Lanka
Department: Collections & Customer Support
Employment Type: Full-Time
About Koko (A Daraz Fintech Venture)
Koko is Sri Lanka’s leading Buy Now, Pay Later (BNPL) platform, launched by Daraz in 2020. Our mission is to revolutionize how people shop—by making purchases more accessible, flexible, and financially responsible. Koko enables users to split payments into three interest-free installments, both online and in-store. As we expand our fintech footprint across the island, we’re building a team of passionate, driven individuals who are eager to reshape the future of digital payments and consumer credit in Sri Lanka.
Role Overview
We are seeking a results-oriented Outbound Team Leader to lead our outbound call center operations. This team handles critical functions like debt recovery, merchant engagement, customer retention, and proactive support. Your leadership will be key in driving performance, ensuring compliance, and improving customer experience across our recovery and support programs.
Key Responsibilities
- Manage daily operations of the outbound team to ensure timely and effective call handling.
- Drive the achievement of performance targets including recovery rates, contact efficiency, and campaign success metrics.
- Oversee call quality and ensure compliance with regulatory and internal standards.
- Handle complex or escalated calls and support team members in sensitive customer interactions.
- Provide coaching, training, and regular feedback to enhance team productivity and professional growth.
- Create and share performance reports with actionable insights to improve strategy and execution.
- Personally assist with outbound calls when needed to support campaign delivery or high-priority recovery tasks.
Candidate Requirements
- Minimum 2 years of experience in a debt recovery, collections, or financial services call center environment.
- Strong understanding of collections processes, customer engagement strategies, and compliance protocols.
- Excellent communication and negotiation skills with a customer-first mindset.
- Experience in managing outbound campaigns, reporting, and performance tracking.
- Ability to work under pressure, handle multiple projects, and adapt to changing business needs.
- Leadership qualities with a hands-on approach and strong decision-making skills.
Why Join Koko?
- Be a key contributor to Sri Lanka’s fastest-growing fintech platform.
- Join a mission-driven company focused on financial empowerment and customer-first innovation.
- Gain leadership experience in a dynamic and performance-driven environment.
- Work closely with cross-functional teams shaping the future of digital payments in the region.
Meta Description (Rank Math SEO)
1. What types of outbound campaigns will the team handle?
The team will focus on debt recovery, customer engagement, merchant support, and retention efforts, with a strong emphasis on meeting performance KPIs.
2. Does this role involve direct customer interaction?
Yes. While your primary role is leadership, you will also be expected to handle key outbound calls and assist in escalations as needed.
3. What tools or systems should I be familiar with?
Experience with CRM systems, call center software, and collections platforms will be beneficial. Training will be provided on internal tools.