Call Centre Supervisor

Role Summary

Lanka Hospitals Corporation PLC is seeking an energetic, results-oriented, and dedicated individual to join our team as a Call Center Supervisor. This role is critical in ensuring the smooth daily operations of the Call Center while maintaining exceptional service standards for our patients and customers.

Key Responsibilities

• Supervise and manage the daily operations of the Call Center
• Monitor team performance and ensure service levels and KPIs are achieved
• Coach, train, and motivate Call Center staff to enhance productivity and service quality
• Handle escalated inquiries and resolve complex or sensitive situations professionally
• Prepare performance reports and analyze call center metrics
• Ensure adherence to organizational policies and service standards
• Coordinate duty rosters and ensure adequate staffing coverage

Requirements/Qualifications

• G.C.E. A/L qualified
• Minimum 3 years’ experience in Call Center Operations; prior experience in a similar supervisory role will be an advantage
• Willingness to work on a roster basis, including weekends
• Proficiency in English, Sinhala, and Tamil is preferable
• Strong leadership, coaching, and performance evaluation skills
• Ability to remain calm, courteous, and professional under pressure
• Computer literate (MS Office package)

Salary/Benefits

• Opportunity to work in a leading healthcare institution
• Professional growth and development
• Supportive and high-performance work culture

Application Procedure

If you are confident that you meet the above criteria, please forward your CV with contact details of two non-related referees within 10 days of this advertisement to careers@lankahospitals.com, indicating the position applied for in the subject line.

Location

The Lanka Hospitals Corporation PLC, 578, Elvitigala Mawatha, Colombo 05