Hatton National Bank invites applications for the post of Team Leader (Inbound Contact Centre). You can apply to it before closing date as per the following details. Closing date and other job details are given below.
Key Responsibilities :
- Managing staff of the Operation Team which includes improving their performance, managing leave, improving skills and personal growth.
- Assisting agents to handle customer inquiries, requests and complaints successfully.
- Timely reporting of accurate statistics and insights related to Contact Centre operations, to relevant business lines for critical decision making and further action.
- Coordinating with relevant business units on required changes related to Contact Centre operations and successfully implementing processes for action.
- Maintain processes, records and logs relevant for future auditing related to Contact Centre operations.
- Responsible for the overall management, development and continuation of the Contact Centre operations team to achieve set revenue targets.
- Managing staff stress, grievances and improve staff engagement.
- Floor management, escalation of identified issues and follow-up till resolution.
- Coordinating with other functions of the Bank to review processes and procedures involved.
Knowledge, Skills and Abilities :
- Communication skills, excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
- Fluency in English and Sinhala, Tamil is an added advantage.
- Strong problem-solving skills and the ability to think critically to address customer concerns and find effective solutions.
- Demonstrate commitment to delivering exceptional customer service and a passion for customer satisfaction.
- Ability to analyze data and customer feedback to identify trends and opportunities for improvement, including proficiency in Root Cause Analysis techniques.
- Proven ability to work collaboratively with cross-functional teams to achieve common goals.
Core Competencies :
- Excellent interpersonal skills.
- Ability to manage a team and drive performance.
- Ability to acquire and drive sales to achieve set targets.
- Good presentation and data analytics skills.
- Should be proactive, independent and self-motivated
- Ability to meet deadlines and work under pressure
- Maintain processes, records and logs relevant for future auditing
Experience and Qualifications :
- Minimum of five ‘Credit’ passes including Mathematics and English for G.C.E. Ordinary Level.
- Minimum of three ‘Simple’ passes for G.C.E. Advanced Level.
- Any partially/fully completed Professional qualification or Degree.
- Experience of minimum 5 years in a contact centre environment and a minimum of 2 years in a supervisory role.
- Ability to remain calm under pressure and handle challenging customer interactions professionally.
Hatton National Bank Job Vacancies for 2026
| Employer | Hatton National Bank |
| Job Title | Team Leader (Inbound Contact Centre) |
| Closing Date | 2026- 01 – 13 |
| English Advertisement Download | Download PDF |
| Apply Online | Click Here |
| Source | Xpress.jobs |
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