Call Centre Lead

Proven ability to establish, coordinate, and maintain efficient in-house call centre operations and processes.

Handle inbound and outbound calls professionally, providing accurate information on health screening services, packages, and appointments.

Manage and confirm customer bookings, reschedules, and follow-ups using the call centre system.

Act as the first point of escalation for complex customer queries and complaints, resolving them promptly and empathetically.

Guide, support call centre agents, sharing best practices and helping maintain service quality.

Monitor call quality and assist the centre lead in maintaining service standards and performance targets.

Maintain accurate records of customer interactions, bookings, and feedback in the CRM system.

Coordinate with medical, marketing, and operations teams to ensure smooth customer service delivery.

Prepare daily and weekly call centre reports and support continuous service improvement initiatives.

Diploma or Degree in Business Management, Marketing, or a related field.

Minimum 2–3 years of experience in a call centre or customer service role, preferably in the healthcare or hospitality industry.

Proficiency in Microsoft Office applications and CRM/call centre systems.

Exceptional communication skills in English and Sinhala; Tamil is an added advantage.

Strong leadership, coaching, and team coordination abilities.

Sound problem-solving skills and the ability to handle escalations calmly and professionally.

Strong organizational, time management, and multitasking skills with a customer-first attitude.