About DFCC Bank PLC

DFCC Bank PLC is a Great Place to Work® Certified (Sep 2025–Sep 2026) licensed commercial bank in Sri Lanka, supervised by the Central Bank of Sri Lanka and carrying a Fitch Rating of A(lka). Under the philosophy “Keep Growing,” DFCC Bank continues to invest in service excellence and staff development as part of its ongoing growth story.

Role Overview

DFCC Bank PLC is hiring a Junior Executive – Contact Center Trainer for its SE: Contact Center function, responsible for designing and delivering training programs that enhance product knowledge, communication skills, and customer handling techniques among call center agents.

You Should Ideally

Have bilingual skills (trilingual preferred) with strong communication abilities
Hold a recognized degree or professional qualification in a relevant field
Have over 4 years of experience in customer service and call center operations
Have at least 2 years of experience in staff supervision and team leadership
Have strong interpersonal skills, problem-solving ability, and a passion for customer service excellence
Have the ability to work under pressure and on a roster, including weekends

You Will Be Mainly Responsible For

Designing and delivering training programs for call center agents to enhance product knowledge, communication skills, and customer handling techniques
Conducting onboarding and continuous learning sessions aligned with service standards and operational procedures
Monitoring agent performance metrics and identifying training needs to improve service levels and customer satisfaction
Providing coaching, feedback, and mentoring to agents to strengthen performance and close skill gaps
Developing training materials, SOP guides, and refresher modules in line with business requirements
Supporting quality assurance initiatives by aligning training with call handling standards and compliance requirements
Collaborating with operations teams to address performance gaps through targeted training interventions
Evaluating training effectiveness through assessments, reports, and performance improvements

How to Apply

Apply via e-mail by sending an updated CV or a DFCC Bank application form (downloadable from the bank’s website) to recruit@dfccbank.com, with the post applied for in the subject, by 01 July 2026.

DFCC Bank is an equal opportunity employer, committed to promoting an inclusive and diverse environment. Recruitment to the Bank is based solely on merit and competency. Correspondence will only be with short-listed candidates.

Chief Human Resources Officer
DFCC Bank PLC
73/5, Galle Road, Colombo 03
Tel: 0112 350000 | Web: www.dfcc.lk

To apply for this job email your details to recruit@dfccbank.com