Senior Manager - Contact Center

WE ARE HIRING: Senior Manager – Contact Center

Location: Sri Lanka
Employment Type: Full-time
Company Industry: Banking

Role Overview

We are looking for a highly experienced and strategic Senior Manager – Contact Center to lead and optimize customer engagement operations. This role is responsible for driving operational excellence, enhancing customer experience, and leading digital transformation initiatives within a fast-paced banking environment.

Key Responsibilities

• Lead and manage end-to-end contact center operations across voice and digital channels
• Develop and implement strategies to improve customer experience and operational efficiency
• Monitor and drive key performance indicators such as SLA, AHT, FCR, and customer satisfaction scores
• Oversee workforce planning, scheduling, and performance management across teams
• Drive digital transformation initiatives including automation, AI integration, and CRM optimization
• Manage vendor relationships and ensure consistent service quality across outsourced operations
• Analyze customer data and generate actionable insights to improve service delivery
• Handle escalations and ensure timely resolution of critical customer issues
• Ensure compliance with regulatory requirements and internal policies
• Lead, mentor, and develop high-performing teams

Candidate Profile

• Bachelor's Degree in Business Management, Operations, or a related field
• MBA or professional certifications will be an added advantage
• Minimum 8–10 years of experience in Contact Center / Customer Service operations
• Proven leadership experience in managing large teams and multi-channel environments
• Prior experience in the banking or financial services sector is highly preferred

Skills & Competencies

• Strong leadership and team management capabilities
• In-depth knowledge of contact center operations and performance metrics
• Experience with CRM systems, automation, and digital service tools
• Excellent analytical and problem-solving skills
• Strong communication and stakeholder management abilities
• Ability to drive change and lead transformation initiatives
• High attention to detail and results-driven mindset

Ready to take your career to new heights?

We're InTalent Asia, your recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Senior Manager – Contact Center.

Apply now and see how you can be the perfect fit for this exclusive position!

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