Job Description
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
Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later. IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.
Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
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Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.
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