Amharic/Arabic Call Centre Team Lead (JB5415)

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

Job summary

Kontak Recruitment seeks a proactive Amharic/Arabic Call Centre Team Lead for a 1-year fixed-term contract in Houghton, Johannesburg. The ideal candidate will oversee call centre operations, ensuring high service quality and managing a team of agents. Required qualifications include fluency in Amharic, Arabic, and English, along with extensive experience in call centre management. Strong leadership and customer service skills are essential for success in this role.

Qualifications

• 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.

Responsibilities

• Lead, coach, and manage a team of agents engaging with informal sector clients.
• Oversee call centre performance metrics and address underperformance.
• Handle escalated complaints and complex customer issues.

Skills

Fluency in Amharic

Fluency in Arabic

Fluency in English

Leadership

Customer service

Problem-solving

Organizational skills

Interpersonal skills

Communication skills

Education

Diploma or Degree in Sales Management or similar

Job description

Amharic/Arabic Call Centre Team Lead (JB5415)

• Reference: Amharic/Arabic Call Centre Team Lead (JB5415)

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 experiencedCall Centre Team Leadwho isfluent in the Amharic, Arabic and English Languagestooverseea group ofCall Centre Sales Agentsoperating within theinformal market. The successful candidate will manage daily operations within the call centre, ensuringhigh-quality service deliveryin line with client expectations. This role demands strong leadership capabilities, and firsthand experience engaging with theinformal 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

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About Kontak Recruitment

Kontak Recruitment is a Pastel Certified Recruiter which specializes in the recruitment of personnel on all career levels including the placement of temporary, contract as well as permanent staffing. We enjoy the personalized approach with regards to out candidates focusing on their needs and requirements as well as a personalized approach with our clients in delivering an excellent service.

Kontak Recruitment conducts business in an ethical and honest manner. We aim at building long term relationships that are to the mutual benefit of all parties. We offer a responsible and personalized service to clients and candidates. We encourage an employment environment that provides equal opportunities for all employees. All positions and applications remain confidential protecting the rights and interests of both the client and the candidates.

Our core focus is delivering a staffing solution in the niche fields of Pastel Consultants,finance as well as office support. As part of this service offering we include extensive reference and qualification checks as well as a criminal and credit check. Our focus is quality and we will present the most efficient and integrated ways of satisfying the skills need within the company.

Permanent staff placements – We strive to find the right fit and providing support to client and candidate during the first three months of the employment.

Temporary and Contract placements – We offer immediate access to staff on all levels on a flexible basis. Kontak Recruitment administers the payroll and all statutory returns.

Terms and Conditions Available on Request