Call Centre Lead
Customer Service / Public Relations / Call Center
About the Employer
- Hayleys Group
Sri Lanka
Job Description
Hayleys Group is amongst Sri Lanka's largest, and most respected diversified conglomerates with a turnover in excess of USD 1 Billion. To explore the World of Hayleys, visit us at: www.hayleys.com.
Innovative Health Solutions (Pvt) Ltd.
Hayleys Business Solutions International (Pvt) Ltd is a fully owned subsidiary of Hayleys PLC representing the Business Process Management (BPM) and Shared Services Sector of Hayleys, focusing on Finance & Accounting, Corporate and Private Tax, External Audit Support, Corporate Due Diligence, Software Engineering, Digital Services, Payroll Support and Business Process Consultancy Services. The Company is an accredited training provider for CIMA, ACCA and Chartered Accountants of Sri Lanka (CASL).
Call Centre Lead
Are you an experienced customer service professional ready to lead from the front in a purpose-led healthcare environment? Join our state-of-the-art health screening centre, as Call Centre Lead.
Job Responsibilities
- Proven ability to establish, coordinate, and maintain efficient in-house call centre operations and processes.
- Handle inbound and outbound calls professionally, providing accurate information on health screening services, packages, and appointments.
- Manage and confirm customer bookings, reschedules, and follow-ups using the call centre system.
- Act as the first point of escalation for complex customer queries and complaints, resolving them promptly and empathetically.
- Guide, support call centre agents, sharing best practices and helping maintain service quality.
- Monitor call quality and assist the centre lead in maintaining service standards and performance targets.
- Maintain accurate records of customer interactions, bookings, and feedback in the CRM system.
- Coordinate with medical, marketing, and operations teams to ensure smooth customer service delivery.
- Prepare daily and weekly call centre reports and support continuous service improvement initiatives.
Candidate Profile
- Diploma or Degree in Business Management, Marketing, or a related field.
- Minimum 2–3 years of experience in a call centre or customer service role, preferably in the healthcare or hospitality industry.
- Proficiency in Microsoft Office applications and CRM/call centre systems.
- Exceptional communication skills in English and Sinhala; Tamil is an added advantage.
- Strong leadership, coaching, and team coordination abilities.
- Sound problem-solving skills and the ability to handle escalations calmly and professionally.
- Strong organizational, time management, and multitasking skills with a customer-first attitude.
If you think you have what it takes to be successful in this challenging role, please click on "Apply Now". Pay and benefits of this above position will be competitive and the rewards are performance driven.
Hayleys is an Equal Opportunity Employer.
