Job Summary
- Type: full-time
- Location: Gaborone
- Category: Call Centre
- Closing Date: 2026-07-10
Key Responsibilities
- **Team Leadership & Supervision:** Supervise and coordinate the daily activities of Call Centre Agents, allocate work to ensure adequate staffing, conduct daily team briefings and shift handovers, and provide leadership, guidance and motivation to promote a high-performing and customer-focused team.
- **Performance Management:** Monitor individual and team performance against agreed Key Performance Indicators (KPIs), review productivity, attendance and schedule adherence, provide coaching and performance feedback, identify performance gaps, and implement improvement plans to achieve operational targets.
- **Customer Service & Escalation Management:** Ensure the delivery of professional, efficient and customer-focused service, resolve first-level customer complaints and escalations, support agents in handling complex customer enquiries, and escalate unresolved matters where necessary to ensure customer satisfaction.
- **Operational Support:** Review and verify operational reports, attendance records and documentation, prepare daily shift reports, maintain accurate operational records, and ensure all documentation is completed and submitted within agreed timelines.
- **Quality Assurance & Compliance:** Ensure compliance with company policies, procedures and service standards, monitor call quality and adherence to approved scripts, work closely with the Quality Assurance Officer to implement quality improvement initiatives, and promote compliance with occupational health, safety and regulatory requirements.
- **Training & Staff Development:** Coach and mentor Call Centre Agents, support the onboarding of new employees, identify training needs, encourage continuous professional development, and monitor the effectiveness of coaching interventions.
- **Continuous Improvement:** Identify opportunities to improve operational efficiency and customer service delivery, recommend process improvements, encourage innovation and best practice sharing, and participate in departmental improvement initiatives that enhance overall Call Centre performance.
Requirements
- Diploma in Call Centre Operations, Customer Service, Business Administration or a related field.
- Supervisory or Leadership training will be an added advantage.
- Minimum of 3-4 years’ experience in a Call Centre or Customer Service environment.
- Demonstrated experience leading or coordinating a team within a customer service environment.
- Experience in performance management, coaching and operational reporting will be an added advantage.
- Experience working with Call Centre Management Systems and Microsoft Office applications.
- **Leadership:** Demonstrated ability to lead, motivate and develop high-performing teams while fostering a positive and collaborative working environment.
- **Communication:** Excellent verbal and written communication skills with the ability to engage effectively with customers, team members and management.
- **Customer Service:** Strong commitment to delivering exceptional customer service and resolving customer concerns professionally and efficiently.
- **Coaching & Development:** Ability to mentor, coach and develop Call Centre Agents to improve individual and team performance.
- **Decision-Making:** Ability to make sound operational decisions and effectively manage customer escalations in a fast-paced environment.
- **Problem-Solving:** Strong analytical and problem-solving skills with the ability to identify operational challenges and implement practical solutions.
- **Organisational Skills:** Ability to manage multiple priorities, maintain operational records and ensure compliance with established procedures.
- **Professionalism:** High level of integrity, accountability, confidentiality and commitment to operational excellence.
How to Apply
Phone: 390-4537
About the Company
Emergency Assist 991 is a leading provider of comprehensive emergency and security services operating across Botswana. Headquartered in Gaborone, the company delivers critical support including rapid medical emergency response, reliable roadside assistance, and professional security solutions. They are committed to ensuring safety and peace of mind for individuals and businesses throughout the country. With a focus on timely and efficient service delivery, Emergency Assist 991 plays a vital role in enhancing emergency preparedness in Botswana.
Your Partner in Emergency and Security Services in Botswana.
Frequently Asked Questions
What qualifications and experience are typically required for a Call Centre Team Leader role in Botswana?
Employers generally look for candidates with a diploma or degree in business administration, customer service management, or a related field. Significant experience in a busy call centre environment, including prior supervisory or team lead responsibilities, is crucial. Proficiency in both English and Setswana is often a strong advantage for effective communication across the country.
What are the common day-to-day responsibilities for a Call Centre Team Leader in an emergency assistance setting?
Day-to-day duties involve supervising and motivating a team of call centre agents, monitoring their performance, and ensuring efficient handling of emergency calls and dispatches. You would be responsible for de-escalating complex situations, providing ongoing coaching, and ensuring strict adherence to critical response protocols. This role demands maintaining operational excellence and delivering timely support for callers in distress.
What is the typical work culture and expectations for this role within Botswana's emergency services sector?
The work culture in emergency assistance call centres in Botswana is fast-paced, demanding strong leadership, empathy, and professionalism under pressure. There is a high emphasis on teamwork, reliability, and clear communication to ensure critical service delivery. Candidates should be prepared for shift work, including nights, weekends, and public holidays, given the 24/7 nature of emergency services.
What are the realistic career progression paths for a Call Centre Team Leader in Botswana?
A Call Centre Team Leader can typically advance to roles such as Operations Manager, Training Manager, or Quality Assurance Manager within the call centre or customer service department. With further experience and demonstrated leadership, opportunities may extend to broader management positions within the organisation or related service industries. Continuous skill development and a proactive approach to learning are key for upward mobility.
What benefits package can a Call Centre Team Leader in Botswana typically expect?
Typical benefits often include paid annual leave, sick leave, and contributions to a pension fund, in line with Botswana's labour laws. Many employers also provide medical aid contributions or coverage, and sometimes transport allowances, depending on company policy and the role's demands. The specific package will vary by employer, but these are common inclusions for supervisory roles.