Amharic / Arabic Call Centre Team Lead (Jb5415)

Kontak Recruitment; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the call centre industry is seeking a proactive and experienced Call Centre Team Lead fluent in Amharic, Arabic, and English to manage operations and a team of sales agents. The role involves ensuring high-quality service delivery and requires strong leadership and problem-solving skills.

Qualifications

• At least 4-5 years of call centre experience, including 1-2 years in a team leader or first-line management role.
• Fluency in Amharic, Arabic, and English is essential.
• Direct experience working within the informal sector.

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.

Skills

Leadership

Customer Service

Problem Solving

Communication Skills

Multi-tasking

Education

Diploma or Degree in Sales Management or similar

Job description

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

Seeking a proactive and experienced Call Centre Team Lead who is fluent in 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
• At least 4-5 years of 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 organized 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