Call Center Team Leader (Financial Services)
Job Categories:
Public Relations
Date Posted:
2025-08-10 02:04:59
Employment Type
Full Time
Website
Location:
Lusaka
Salary:
Negotiable
Phone:
Description:
Job Purpose
The Call Center Team Leader will manage the daily running of the call centre, including sourcing equipment, carrying out effective resource planning and applying call centre strategies and operations. Assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.
Summary of Key Responsibilities:
- Ensure all relevant communications and data are updated and recorded
- Advise clients on products and services available
- Maintain up-to-date knowledge of industry developments and involvement in networks
- Monitor random calls to improve quality, minimise errors and track operative performance
- Coordinate staff recruitment, write job adverts and liaise with HR staff
- Review the performance of Call Center Agents, identify training needs and plan training sessions
- Record statistics, user rates and the performance levels of the centre
- Prepare reports on these statistics, rates and performance levels
- Handle the most complex customer complaints or enquiries
- Organise shift patterns and the number of Agents required to meet demand
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring Call Center Agents are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Taking on other tasks or projects to support employees, other managers, and call center operations.
Required Skills and Competencies
- Excellent communication skills (verbal and written)
- Exceptional interpersonal and customer service skills
- Excellent problem-solving skills
- Good conflict resolution skills
- Strong Leadership Skills
- Good Mentoring and Coaching Skills
- Attention to detail
- Sound Creative Skills
- Analytical skills to interpret data and trends
Primary Areas of Accountability:
Qualifications and Experience:
- Bachelor’s Degree in Business, Public Relations or any Commercial related field
- Must have a minimum of 4-5 years’ experience in a Call Centre Management
- Proven Customer Relationship Management experience.
- Campaign management experience will a plus
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Must have strong budget management experience
- Must have a strong customer focus and excellent telephone manner
- Must be proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Must have a polite, professional phone voice.
QUALIFIED & EXPERIENCED FEMALES ARE ENCOURAGED TO APPLY FOR THIS POSITION
If you meet the hiring requirements for the position, please email your CV in MS Word and Cover Letter clearly stating your salary expectations to: jobs@bemconsult.com & Cc bemconsult8@gmail.com
Note that, all communications will be kept in the strictest of confidence. If you do not receive communication within 21 working days of the closing date of the advert, please consider your application unsuccessful.
DO NOT SEND CERTIFICATES AT THIS STAGE