Call Centre Lead

Call Centre Lead – Hayleys Group

Job Title: Call Centre Lead
Company: Innovative Health Solutions (Pvt) Ltd (Hayleys Group)

Job Category: Customer Service, Call Centre, Team Leader, Private Jobs

Job Location: Colombo, Sri Lanka

Job Overview

Innovative Health Solutions (Pvt) Ltd, a member of the Hayleys Group, is looking for an experienced Call Centre Lead to oversee daily call centre operations at its state-of-the-art health screening centre. This role is ideal for a customer service professional with strong leadership, communication, and team management skills who can drive service excellence and ensure an outstanding customer experience.

Position Details

Position: Call Centre Lead

Company: Innovative Health Solutions (Pvt) Ltd

Job Location: Colombo, Sri Lanka

Employment Type: Full-Time

Industry: Healthcare Services

Job Category: Customer Service, Call Centre, Team Leader, Private Jobs

Company Overview

Innovative Health Solutions (Pvt) Ltd is a fully owned subsidiary of Hayleys PLC, representing the Business Process Management (BPM) and Shared Services sector of the Hayleys Group. The company provides specialized services in Finance & Accounting, Corporate and Private Tax, External Audit Support, Corporate Due Diligence, Software Engineering, Digital Services, Payroll Support, and Business Process Consultancy. It is also an accredited training provider for CIMA, ACCA, and the Institute of Chartered Accountants of Sri Lanka (CA Sri Lanka).

Qualifications & Experience

• 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.
• Excellent communication skills in English and Sinhala. Knowledge of Tamil will be an added advantage.
• Strong leadership, coaching, and team coordination skills.
• Excellent problem-solving and customer complaint resolution abilities.
• Strong organizational, multitasking, and time management skills.

Key Responsibilities

• Establish, coordinate, and maintain efficient in-house call centre operations and processes.
• Handle inbound and outbound calls professionally while providing accurate information on health screening services, packages, and appointments.
• Manage customer bookings, confirmations, rescheduling, and follow-ups through the call centre system.
• Act as the primary escalation point for complex customer inquiries and complaints.
• Guide, mentor, and support call centre agents to maintain high service standards.
• Monitor call quality and assist in achieving service performance targets.
• Maintain accurate customer interaction, booking, and feedback records in the CRM system.
• Coordinate with medical, marketing, and operations teams to ensure smooth customer service delivery.
• Prepare daily and weekly call centre performance reports and support continuous improvement initiatives.

Required Skills

• Call Centre Operations
• Team Leadership
• Customer Service
• CRM Systems
• Customer Complaint Handling
• Coaching & Mentoring
• Communication Skills
• Microsoft Office
• Reporting & Documentation
• Time Management
• Problem Solving
• Team Coordination

Salary & Benefits

• Competitive remuneration package.
• Performance-based rewards and benefits.
• Career growth and professional development opportunities.
• Modern healthcare working environment.
• Opportunity to work with one of Sri Lanka’s leading diversified business groups.

How to Apply

Interested candidates should submit their application through the company’s official recruitment process by selecting the Apply Now option on the employer’s recruitment platform.

Important Notes

• Previous experience in the healthcare or hospitality industry is preferred.
• Tamil language proficiency will be considered an added advantage.
• Only shortlisted applicants will be contacted.
• Hayleys is an Equal Opportunity Employer.