# Call Centre Team Leader

Canonical URL: https://primejobalerts.com/jobs/call-centre-team-leader

Company: Pedros

Category: Sales

Location: Zambia, Lusaka

Work type: Full-time

Work arrangement: On-site

Published: 2026-09-22

Expires: 2026-10-09

## Job Description

We are looking for a driven and experienced Call Centre Team Leader to lead and support our call centre team. The successful candidate will be responsible for the day-to-day management of the team, ensuring excellent customer service, maintaining operational efficiency and driving the achievement of key performance targets.

The role requires a hands-on leader who can motivate and develop team members, manage escalations, monitor performance and provide support during high-volume periods. The successful candidate will also be responsible for managing attendance and operational matters within their delegated authority.

Duties & Responsibilities

- Lead, motivate and support the call centre team to achieve operational and performance targets.

- Monitor daily team performance, including call volumes, QA scores, AHT, abandoned calls and ticket values.

- Ensure the team maintains an average QA score above 80%.

- Drive and monitor team Average Handling Time (AHT) below 1 minute 45 seconds.

- Support the team in maintaining abandoned calls below 2% per day.

- Drive daily, weekly and monthly sales and ticket value targets.

- Complete and report on QA scoring daily.

- Provide regular coaching and feedback based on quality and performance results.

- Provide hands-on support during periods of high call volumes and assist with workload management.

- Manage customer and team escalations effectively and within the required SLA.

- Escalate unresolved or complex matters to the Call Centre Supervisor where required.

- Manage and monitor team leave requests in accordance with company policy.

- Monitor attendance and timekeeping and address non-compliance appropriately.

- Ensure attendance registers and relevant administrative records are updated accurately.

- Prepare and submit daily and weekly performance reports covering key operational metrics.

- Identify performance trends and implement appropriate actions to improve team results.

- Maintain high levels of team morale, engagement and accountability.

- Ensure team members remain updated on menus, promotions, food ordering systems, processes and system changes.

- Ensure compliance with company policies, procedures and operational requirements.

Requirements

- Matric / Grade 12.

- Previous experience in a call centre environment, preferably in a supervisory or team leader capacity.

- Strong leadership and people-management skills.

- Excellent verbal and written communication skills.

- Strong customer service and problem-solving abilities.

- Target-driven, disciplined and highly motivated.

- Ability to manage performance and hold team members accountable.

- Ability to work effectively under pressure in a fast-paced call centre environment.

- Strong organisational and administrative skills.

- Ability to analyse performance data and identify areas for improvement.

- Familiarity with food ordering systems, menu management and third-party integrations will be advantageous.

- Strong computer literacy and the ability to work with relevant call centre systems and reporting tools.

Closing Date 09 October 2026

## Apply

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