Call Centre Supervisor

Call Centre Supervisor – Lanka Hospitals Corporation PLC

Job Overview

Lanka Hospitals Corporation PLC is seeking an experienced and motivated Call Centre Supervisor to lead the daily operations of its Call Centre. The ideal candidate will ensure exceptional customer service, supervise call centre staff, monitor performance, and maintain operational efficiency while delivering high-quality patient support.

Position Details

Job Title: Call Centre Supervisor

Company: Lanka Hospitals Corporation PLC

Job Category: Customer Service / Call Centre

Job Type: Full-Time

Work Location: Colombo 05, Sri Lanka

Company Overview

Lanka Hospitals Corporation PLC is one of Sri Lanka’s leading private healthcare institutions, committed to providing world-class medical services through innovation, professionalism, and compassionate patient care. The organization offers excellent career development opportunities in a dynamic healthcare environment.

Qualifications & Experience

Candidates should possess:

• G.C.E. Advanced Level (A/L) qualification.
• Minimum 3 years of experience in Call Centre Operations.
• Previous experience in a supervisory role will be an added advantage.
• Willingness to work on a roster basis, including weekends.
• Proficiency in English, Sinhala, and Tamil is preferred.
• Strong leadership, coaching, and performance evaluation skills.
• Ability to remain calm, courteous, and professional under pressure.
• Computer literacy with good knowledge of Microsoft Office applications.

Key Responsibilities

• Supervise and manage the daily operations of the Call Centre.
• Monitor team performance and ensure service levels and KPIs are achieved.
• Coach, train, and motivate Call Centre staff to improve productivity and service quality.
• Handle escalated customer inquiries and resolve complex or sensitive issues professionally.
• Prepare performance reports and analyze call centre metrics.
• Ensure compliance with organizational policies and customer service standards.
• Coordinate duty rosters and maintain adequate staffing levels.

Required Skills

• Call Centre Operations
• Team Leadership
• Customer Service Management
• Performance Monitoring
• Staff Coaching & Training
• KPI Management
• Conflict Resolution
• Communication Skills
• Microsoft Office
• Time Management

Salary & Benefits

• Opportunity to work in one of Sri Lanka’s leading healthcare institutions.
• Professional growth and career development.
• Supportive and high-performance work environment.
• Exposure to modern healthcare service operations.

How to Apply

Interested candidates who meet the above requirements should forward their updated CV, along with contact details of two non-related referees, within 10 days of the advertisement.

Email: careers@lankahospitals.com

Please mention “Call Centre Supervisor” in the subject line of your email.

Important Notes

• Work Location: Colombo 05, Sri Lanka.
• Experience in Call Centre Operations is mandatory.
• Supervisory experience will be considered an advantage.
• Ability to work on shift and weekend rosters is required.
• Applications submitted after the closing date may not be considered.
• Only shortlisted candidates will be contacted.