Job overview
Call Centre Team Leader is available at Pedros in Lusaka. Review the job description, requirements, closing date and application details below.
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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 Application link: https://pedroschicken.simplify.hr/Vacancy/204159Requirements
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 2026Explore related jobs in Zambia
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