Team Leader - Inbound Contact Centre

About the Role

Lead a contact centre team at HNB, managing agent performance, handling escalated customer issues, and driving service quality and revenue targets.

Responsibilities

• Manage contact centre team including performance improvement, leave and skills development
• Assist agents in handling customer inquiries, requests and complaints
• Prepare timely and accurate statistics and operational insights for business units
• Handle staff grievances and engagement

Requirements

• Minimum 5 years of experience in a contact centre environment
• Minimum 2 years in a supervisory role
• Fluency in English and Sinhala; Tamil is an advantage
• Professional qualification or degree (partially or fully completed)

Skills

`Team leadership` · `Performance management` · `Data analysis` · `Root Cause Analysis` · `Sales and target management` · `Presentation and reporting`

How to apply

Or apply online: https://xpress.jobs/Jobs/View/301318