Senior Executive - Call Center

Senior Executive – Call Center

Union Assurance is a leading corporate and the fastest growing entity in the Life Insurance industry backed by the strength and stability of John Keells Holdings PLC, one of Sri Lanka's largest conglomerates.

The Job:

The person will be responsible for ensuring efficient and effective management of inbound, outbound and outreach calls, handling customer queries and complaints and improving the overall customer experience.

Principal Accountability:

• Responsible for managing the operations of the inbound, outbound and outreach calls
• Develop and execute strategies to enhance the call centre's operational efficiency and productivity
• Ensure adherence to standard operating procedures (SOPs) and quality control measures to maintain a high level of customer service
• Develop and implement call center policies, procedures, and standards to ensure consistent and high-quality customer service
• Manage the inbound and outbound call centre operations to meet service level agreements (SLAs) and handle escalations
• Ensure that all customer inquiries, complaints, and requests are resolved in a timely and satisfactory manner
• Handle escalations and complex issues raised by customers
• Monitor and evaluate the performance of call centre associates, providing feedback and coaching to support their ongoing development and success
• Focus on the development of customer outreach vertical and ensure adherence to established protocols and that customer satisfaction is maximized
• Optimize utilization of call center resources to enhance operational efficiency and customer experience
• Conduct regular analysis to identify areas of improvement for call center performance and operations
• Identify innovative means to improve the NPS

Qualifications and Experience:

• A bachelor’s degree from a recognized University in any discipline.
• Full/ Part qualification in recognized professional institute will be an added advantage
• Minimum 03 years of experience in managing the inbound and outbound call center.
• Sound knowledge on Microsoft office packages
• Excellent communication, presentation, networking skills.
• Strong adaptability, work under pressure and capacity to work in fast-paced environments.
• Ability to work independently and in a team-oriented environment.

The selected candidate for the above position will be entitled to an attractive remuneration package. Applicants who are interested are encouraged to apply on or before 06th September 2025.