Team Leader - Premium Contact Centre Operations
Customer Service / Public Relations / Call Center
About the Employer
Sri LankaJob Description
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, personalized 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
- Monitor call quality, customer feedback, CSAT, NPS and other service quality indicators
- Identify service gaps and implement initiatives to continuously improve customer experience and operational efficiency
- Ensure critical information is captured and shared with internal teams
- 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, CSAT/NPS and SLA Performance
- Excellent communication and interpersonal skills
- Strong leadership, motivation and people-management capabilities
- Excellent problem-solving, decision-making and analytical skills
- Strong stakeholder management and cross-functional collaboration
- Exceptional customer-centric mind-set with the ability to deliver personalized service
- High level of integrity, confidentiality, professionalism and discretion
Rewards and remuneration are commensurate with qualifications and experience, with a well-defined career path for those with ambition and motivation.
Please e-mail your CV together with contact details of two non-related referees indicating the position applied for in the Subject line of the e-mail to
Citizens Development Business Finance PLC
HOTLINE 0117 388 388 | www.cdb.lk
