Assistant Manager – Call Centre – DFCC Bank in Malabe, Western Province

DFCC Bank is currently seeking applicants for the position of Assistant Manager - Call Centre in the Western Province area. The available job type for this position is Full-time.

We are specifically looking for individuals who possess strong skills and have a minimum of Mid-Senior level in the field. In addition to technical expertise, we highly value honesty, discipline, and a strong sense of responsibility in our employees.

The company offers a competitive estimated salary of approximately රු. 18,000 - රු. 40,000 (per Month). However, it is important to note that the final salary offer may vary and is subject to the company's discretion.

DFCC Bank operates within the Banking industry. If you are interested in applying for this position and becoming a part of our company, we encourage you to submit your application.

Job Information

Job Description

You should ideally:

• Possess at least 7-8 years of experience in Call Centre Management with a proven record of achieving performance targets.
• Have a degree or professional qualification in a relevant field. Exceptions based on experience.
• Be proficient in Call Centre software, data analysis, workforce management, quality assurance, and speech analytics.
• Have strong leadership, decision-making, and conflict resolution abilities.
• Have excellent communication and problem-solving skills.

You will be responsible for:

• Overseeing call center operations: supervise daily operations and ensure the team meets key service standards.
• Performance monitoring: analyze data, generate reports to assess and improve performance, ensuring adherence to KPIs.
• Team management: lead, coach, and mentor call center agents for a high-performance environment.
• Improving customer experience: drive service excellence initiatives across all contact center channels.
• Handling escalations: resolve complex customer issues efficiently.
• Ensuring compliance and audit ratings.
• Conduct training and development plans based on monitoring outcomes.

We are an equal opportunity employer committed to diversity. Apply with your updated CV to [email protected] before the deadline.

Benefit

• Gaining experience
• Taught first
• Receiving a bonus for overtime

Application Requirements

• Physically and mentally healthy
• Minimum age of 17 years
• Disciplined and punctual
• Honest and responsible
• Good personality
• Enthusiasm in working and learning
• For other requirements, please check through the job form.

Company address