Job Description

Junior Executive/Team Leader – Contact Center Service Excellence: Contact Centre Department

BE PART OF OUR GROWTH STORY

JUNIOR EXECUTIVE / TEAM LEADER – CONTACT CENTER

SERVICE EXCELLENCE: CONTACT CENTER DEPARTMENT

You should ideally:

• Bilingual skills (trilingual preferred) with strong communication abilities.
• A recognized degree or professional qualification in a relevant field.
• Over 4 years of experience in customer service and call center operations.
• At least 2 years of experience in staff supervision and team leadership.
• Strong interpersonal skills, problem-solving ability, and a passion for customer service excellence.
• Have the ability to work under pressure and on a roster, including weekends.

You will be mainly responsible for:

• Leading and managing a team of call center agents to achieve performance targets.
• Monitoring service levels, call handling metrics, and maintaining customer satisfaction scores.
• Preparing rosters, managing capacity planning, and ensuring staff schedule adherence.
• Handling escalated customer calls and collaborating with other departments to resolve complex issues.
• Analyzing performance data, preparing reports, and driving continuous improvement initiatives.

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 07th January 2026.

Chief Human Resource Officer

DFCC Bank PLC 73/5,

Galle Road, Colombo 03

Contact Information:

• Phone: 0112 350000
• Website: www.dfcc.lk
• Fitch Ratings A (lka)
• Licensed Commercial Bank supervised by CBSL