Job Description

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JUNIOR EXECUTIVE (SENIOR SUPERVISOR) – WORKFORCE MANAGEMENT SPECIALIST ALTERNATE CHANNELS

CALL CENTRE DEPARTMENT

You should ideally:

• possess a minimum of 04 years of overall experience in a call centre. Need to have a proven track record of achieving performance targets
• possess a full or part professional qualification acceptable to the bank

You will be mainly responsible for:

• workforce planning; ensure the workforce is aligned in terms to meet department KPI’s
• scheduling and managing rosters and data in real time to ensure efficiency
• utilizing workforce management tools to track and analyze key performance metrics
• monitoring individual and team performance against established goals and targets
• collaborating with other departments to align workforce plans with overall business goals
• communicating effectively with call centre agents, team leaders, and other stakeholders
• conducting regular meetings to discuss performance, goals, and improvement opportunities
• implementing strategies to address performance gaps and enhance productivity
• utilizing workforce management software and tools to streamline processes
• staying updated on industry best practices and technological advancements in workforce management

We are an equal opportunity employer, committed to promoting an inclusive and diverse environment. Recruitment to the Bank is based solely on merit and competency irrespective of other characteristics that make our employees unique. Any form of canvassing is discouraged. Correspondence will only be with the short-listed candidates.

Please apply via e-mail by sending an updated CV or a DFCC Bank application form which could be downloaded from our website to recruit@dfccbank.com with the post applied for in the subject by 30th December 2025.

Chief Human Resource Officer

DFCC Bank PLC 73/5,

Galle Road, Colombo 03

Phone: 0112 350000 | Web: www.dfcc.lk

Fitch Ratings A (lka)

Licensed Commercial Bank supervised by CBSL

DFCC BANK

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