Junior Executive (Contact Center Trainer)

Job Overview

DFCC Bank PLC is inviting energetic and structured professionals to be part of their growth story as a Junior Executive – Contact Center Trainer. This specialized role is tailored for individuals with a strong background in customer service, call center operations, and staff development who have a passion for mentoring teams and driving service excellence.

Position Details

• Job Title: Junior Executive – Contact Center Trainer

• Company Name: DFCC Bank PLC

• Job Location: Colombo, Sri Lanka

• Job Category: Banking & Insurance, Customer Service & BPO, HR & Administration, Private Jobs

Company Overview

DFCC Bank PLC is a premier, fully-integrated licensed commercial bank supervised by the Central Bank of Sri Lanka (CBSL) and carries a stable Fitch Rating of A(lka). Certified as a “Great Place to Work”, DFCC Bank is an equal opportunity employer committed to promoting an inclusive, diverse, and merit-based environment that empowers individuals to grow alongside the institution.

Qualifications & Experience

• A recognized degree or professional qualification in a relevant field.

• Over 4 years of experience in customer service and call center operations.

• At least 2 years of experience in staff supervision and team leadership.

• Bilingual skills with strong communication abilities (trilingual capabilities are highly preferred).

• Strong interpersonal skills, problem-solving ability, and a genuine passion for customer service excellence.

• Ability to work effectively under pressure and on a rotational roster, including weekends.

Key Responsibilities

• Design and deliver high-impact training programs for call center agents to enhance product knowledge, communication skills, and customer handling techniques.

• Conduct comprehensive onboarding and continuous learning sessions aligned with established service standards and operational procedures.

• Monitor agent performance metrics closely and identify specific training needs to improve service levels and customer satisfaction.

• Provide ongoing coaching, constructive feedback, and mentoring to agents to strengthen overall performance and close skill gaps.

• Develop relevant training materials, SOP guides, and refresher modules in strict line with evolving business requirements.

• Support quality assurance initiatives by effectively aligning training interventions with call handling standards and compliance requirements.

• Collaborate closely with operations teams to proactively address performance gaps through targeted training programs.

• Evaluate training effectiveness comprehensively through standard assessments, detailed reports, and visible performance improvements.

Required Skills

• Training Design & Content Delivery

• Call Center Operations & Quality Assurance

• Performance Metrics Monitoring & Gap Analysis

• Team Leadership, Supervision & Mentoring

• SOP & Training Material Development

• Bilingual / Trilingual Communication

Salary & Benefits

• A competitive remuneration package and benefits in line with commercial banking sector standards.

• Opportunity to work in a certified “Great Place to Work” corporate ecosystem with an inclusive, value-driven culture.

• Access to fast-tracked professional development, leadership exposure, and long-term career growth.

How to Apply

Please apply via email by sending an updated CV or a completed DFCC Bank application form (which can be downloaded from the corporate website) to recruit@dfccbank.com. Ensure that the post applied for is explicitly indicated in the subject line of your email.

Important Notes

• All applications must be submitted on or before the closing deadline of 01 July 2026.

• Recruitment to the Bank is based solely on merit and competency; any form of canvassing is strongly discouraged.

• Correspondence will only be maintained with short-listed candidates.

• Chief Human Resources Officer, DFCC Bank PLC, 73/5, Galle Road, Colombo 03.