Assistant Manager - Contact Center - Commercial Bank Colombo 01

About the job

Job Profile:

• Collaborate with the Contact Centre management team to implement strategic initiatives that drive operational efficiency and elevate customer satisfaction, while ensuring departmental goals align with broader organizational objectives through a strong focus on service excellence and regulatory compliance.
• Manage daily workforce allocation—including shift scheduling and roster coordination—while supervising staff performance, tracking absenteeism, and overseeing leave planning to ensure smooth operations and consistent service levels.
• Identify skill gaps and implement targeted training programs aligned with business objectives, while fostering a culture of accountability, continuous improvement, and customer-focused service excellence through measurable performance outcomes.
• Uphold regulatory and security standards by ensuring compliance with PCI DSS and ISO 27001:2022 across departmental processes, conducting regular audits, risk assessments, and promoting data protection awareness.
• Drive operational resilience and cost efficiency through strategic budget management, resource optimization, vendor negotiations, and proactive Business Continuity Planning (BCP) including documentation updates and recovery drills.
• Oversee service delivery and frontline operations by supervising the Telephone Operator’s Unit, enforcing protocol adherence, and continuously improving service quality through evaluations, benchmarking, and corrective actions.

Applicant's Profile:

• Bachelor’s degree in business administration, Management, or a related field.
• Minimum of 5 years’ experience as a supervisor in a reputable Contact Center environment.
• Proven experience in workforce management, service quality monitoring, and compliance with PCI DSS and ISO 27001:2022 standards.
• Strong command of MIS tools and reporting systems.
• Professional certifications in Contact Center Management, Information Security, or Quality Assurance.
• Exposure to the banking or financial services industry.
• Experience in managing BCP frameworks and cost optimization initiatives.