Team Leader - Premium Contact Centre Operations
Customer Service / Public Relations / Call Center
About the Employer
Sri LankaJob Description
Your journey of aspirations begins here!
CDB believes in elevating the lives of all Sri Lankans. Our focus is to employ and engage individuals who aspire to grow their careers within a renowned financial entity, working with a dynamic team of industry professionals who are dedicated to raising the bar and setting benchmarks in Sri Lanka's financial industry.
Team Leader - Premium Contact Centre Operations
We seek an experienced and customer-focused Team Leader – Premium Contact Centre Operations to lead our inbound Contact Centre operations supporting Affluent and High-Net-Worth (HNW) customers. The successful candidate will be responsible for delivering a high-quality, personalised and seamless customer experience while managing day-to-day operations, team performance and service excellence.
Key Responsibilities
- Lead and manage day-to-day inbound Contact Centre operations for the Premium Customer Service segment
- Ensure premium, personalized and relationship-led service to Affluent and HNW customers
- Manage inbound call volumes, service levels, queue performance, productivity and operational KPIs
- Monitor operational performance and take timely corrective action to achieve agreed service standards
- Handle escalated, complex and sensitive customer interactions with professionalism, empathy and sound judgment
- Ensure customer requests, complaints and service issues are appropriately owned, followed up and resolved within agreed SLAs
- Coach, mentor and develop Contact Centre staff on premium customer handling, communication and service standards
- Conduct regular performance reviews, call quality assessments and coaching sessions
- Plan and implement process improvements to continuously improve customer experience and operational efficiency
- Collaborate closely with Relationship Managers and relevant internal teams to deliver superior service
- Ensure strict confidentiality and appropriate handling of sensitive customer information
- Promote a strong culture of customer centricity, accountability, professionalism and service excellence within the team
Candidate Requirements Experience
- Minimum 3–5 years' experience in Contact Centre, Customer Service or Customer Experience operations
- Proven experience in a Supervisory or Team Leader capacity
- Strong hands-on experience in inbound Contact Centre operations and service management
- Proven experience managing escalations, complaints and sensitive customer interactions
- Previous experience serving Affluent, HNW, Premium Banking, Private Banking or relationship-managed customers will be highly advantageous
Knowledge & Skills
- Strong understanding of Contact Centre KPIs and operational metrics, including Service Level, Average Handling Time (AHT), Abandonment Rate, Productivity, Quality Scores
- Excellent communication and interpersonal skills
- Strong leadership, coaching and people-management capabilities
- Excellent problem-solving, decision-making and analytical skills
- Strong stakeholder management and cross-functional collaboration skills
- Exceptional customer-centric mindset with the ability to deliver personalized service
- High level of integrity, confidentiality, professionalism and discretion
Rewards and remuneration commensurate with qualifications, competencies, and abilities, along with a well-defined career path for those with ambition, motivation, and a willingness to perform.
Please e-mail your CV together with contact details of two non-related referees indicating the position applied for in the line of the e-mail to [email protected]
Citizens Development Business Finance PLC
HOTLINE 0117 388 388
www.cdb.lk
