Call Centre Team Leader

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 …" /> Home About Us Contact Privacy Policy DMCA Policy Login/Register Submit a Job Home Submit Job Register My Dashboard About Us Linkedln Page Submit a job Search Today: 4093 Jobs 22 Sep 2026 Call Centre Team Leader at Pedros Never Miss a Job Update Again. Click Here to Subscribe We have started building our professional LinkedIn page. Follow Company: Pedros Location: Zambia State: Lusaka Job type: Full-Time Job category: Customer Service Jobs in Zambia Job Description 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 r