Amharic/Arabic Call Centre Team Lead (JB5415)
Houghton, Johannesburg
R15,000 basic + R2,000 performance-based incentive
1-Year Fixed Term Contract

Seeking a proactive and experienced Call Centre Team Lead who is fluent in the Amharic, Arabic and English Languages to oversee a group of Call Centre Sales Agents operating within the informal market. The successful candidate will manage daily operations within the call centre, ensuring high-quality service delivery in line with client expectations. This role demands strong leadership capabilities, and firsthand experience engaging with the informal sector.

Minimum Requirements:
Diploma or Degree in Sales Management or similar
4–5 years’ call centre experience, including 1–2 years in a team leader or first-line management role
Direct experience working within or servicing the informal sector
Fluency in Amharic, Arabic, and English (essential)
Strong leadership and people management skills
Excellent customer service and problem-solving abilities
Highly organised with effective multi-tasking skills
Strong interpersonal and communication skills (verbal & written)
Ability to stay calm and professional under pressure
Detail-oriented with a commitment to quality service

Duties and Responsibilities:
Lead, coach, and manage a team of agents engaging with informal sector clients
Ensure all customer interactions meet service and quality standards
Oversee call centre performance metrics and address underperformance
Assist in developing strategies to effectively serve informal market customers
Handle escalated complaints and complex customer issues
Conduct regular team meetings, feedback sessions, and performance reviews
Ensure proper record-keeping, system use, and compliance with internal processes
Collaborate with internal teams to improve workflows and customer satisfaction