Team Leader – Inbound Contact Centre

About the Role

Lead the inbound contact centre operations team at HNB, managing staff performance, handling customer escalations, generating operational reports, and achieving revenue targets.

Responsibilities

• Staff management including performance improvement and skills development
• Assist agents with customer inquiries and complaints
• Generate timely reports on contact center statistics
• Achieve revenue targets
• Address staff stress, grievances, and engagement
• Floor management and escalation resolution

Requirements

• Minimum five Credit passes in GCE O-Level including Math and English
• Fluency in English and Sinhala
• Minimum 5 years in contact center environment
• Minimum 2 years in a supervisory role
• Banking sector experience preferred

Skills

`Contact centre management` · `Team leadership` · `Customer service` · `Data analysis` · `Communication (English and Sinhala)` · `Problem-solving` · `Banking knowledge`

How to apply

Or apply online: https://www.hnb.lk/about-us/careers/current-openings