Call centre – dispatcher

The call centre dispatcher plays a critical role in managing customer bookings, dispatching drivers, and ensuring smooth transport operations at Lift. You will handle calls, coordinate rides in real time, monitor trips, resolve issues and provide excellent customer service while maintaining accuracy, efficiency and professionalism.

Key responsibilities

1. Handle inbound and outbound customer calls professionally and efficiently
2. Manage ride bookings, scheduling and dispatch coordination in real time
3. Assign drivers based on proximity, availability, vehicle category and operational efficiency
4. Monitor driver movements and trip progress to ensure timely pickups and drop-offs
5. Coordinate airport transfers, scheduled hires and corporate transport arrangements
6. Maintain communication with drivers regarding traffic, delays, route changes and customer updates
7. Respond to urgent issues, breakdowns, cancellations and customer complaints
8. Accurately record trip details, customer information and operational updates in the system
9. Support corporate clients with priority bookings and special requests
10. Ensure drivers follow company standards and service expectations
11. Coordinate replacements in emergencies and manage last-minute changes
12. Assist management with reporting and daily operational updates
13. Ensure high levels of customer service, professionalism, accuracy and accountability

Requirements

1. 1-2 years of experience in customer service, dispatching, transport coordination, call centre operations or related field
2. Strong communication skills in Sinhala and English (Tamil is an added advantage)
3. Excellent telephone etiquette and professional communication skills
4. Ability to multitask and work in a fast-paced, high-pressure environment
5. Good problem-solving and decision-making skills
6. Basic to intermediate computer literacy and confidence using systems/software
7. Good knowledge of Colombo roads and locations (advantage)
8. Flexible to work shifts, weekends and public holidays if required
9. Strong attention to detail, sense of responsibility and accountability
10. Customer-first mindset with a focus on service quality
11. Ability to adapt quickly to new systems and operational changes
12. Ability to maintain confidentiality and professionalism at all times

What we’re looking for

1. Calm and composed under pressure
2. Highly organized and detail-oriented
3. Quick thinker with strong coordination skills
4. Confident handling customer issues and operational challenges
5. Professional, well-spoken and respectful
6. Reliable, punctual and accountable
7. Able to make fast and practical decisions
8. Customer-focused with a strong service mindset
9. Proactive and solution-oriented
10. Capable of handling multiple tasks without losing accuracy
11. Able to communicate clearly with both customers and drivers
12. Operationally minded with strong situational awareness
13. Team-oriented yet able to work independently
14. Committed to maintaining high standards of professionalism and customer experience
15. Passionate about helping build and grow a modern Sri Lankan mobility brand

Benefits

1. Be part of a growing and modern mobility brand
2. Professional and supportive work environment
3. Opportunities for growth and development
4. Play an important role in shaping customer experience and daily operations

When applying

Send your CV.