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8 hours ago
MAIN PURPOSE
To supervise the daily activities of Call Centre Agents by providing leadership, coaching and operational support to ensure excellent customer service, achievement of team performance targets, and compliance with company policies, procedures and quality standards.
To supervise the daily activities of Call Centre Agents by providing leadership, coaching and operational support to ensure excellent customer service, achievement of team performance targets, and compliance with company policies, procedures and quality standards.
Job Summary
- Type: full-time
- Location: Gaborone
- Category: Customer Service
- Closing Date: 2026-07-10
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Identify opportunities to improve operational efficiency 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.
- Demonstrated ability to lead, motivate and develop high-performing teams while fostering a positive and collaborative working environment.
- Excellent verbal and written communication skills with the ability to engage effectively with customers, team members and management.
- Strong commitment to delivering exceptional customer service and resolving customer concerns professionally and efficiently.
- Ability to mentor, coach and develop Call Centre Agents to improve individual and team performance.
- Ability to make sound operational decisions and effectively manage customer escalations in a fast-paced environment.
- Strong analytical and problem-solving skills with the ability to identify operational challenges and implement practical solutions.
- Ability to manage multiple priorities, maintain operational records and ensure compliance with established procedures.
- High level of integrity, accountability, confidentiality and commitment to operational excellence.
How to Apply
Apply by email: recruitment@ea991.co.bw
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 sought for a Call Centre Team Leader role in Botswana's emergency services?
Employers usually look for a diploma or degree in business administration, customer service, or a related field, alongside proven experience in a busy call centre environment. Supervisory or team leadership experience is crucial, demonstrating strong leadership and problem-solving abilities.
What are the primary day-to-day responsibilities of a Call Centre Team Leader for an Emergency Assist service?
You would be responsible for overseeing call centre operations, ensuring efficient handling of emergency calls, and supervising a team of agents. This includes monitoring performance, providing coaching, and managing escalated customer issues to maintain service quality.
What is the typical work culture and what are the key expectations for a Call Centre Team Leader in Botswana, especially within an emergency context?
The work culture often emphasizes professionalism, respect, and strong teamwork, particularly in high-pressure emergency environments. Employers expect dedication, adaptability to shift work, and a commitment to maintaining high standards of service and employee morale.
What are the realistic career progression opportunities for a Call Centre Team Leader in Botswana's customer service sector?
Successful Team Leaders can advance to roles like Call Centre Manager, Operations Manager, or training and quality assurance management positions. Opportunities also exist to specialise in specific areas like incident management or service delivery within larger organisations.
What typical benefits package can a Call Centre Team Leader expect in Botswana?
Most employers offer a standard package including statutory leave entitlements, medical aid contributions, and a pension fund scheme. Some companies may also provide performance-based incentives or allowances, varying by employer.
How should one apply for a Call Centre Team Leader role in Botswana, and what do employers typically look for in candidates?
Applications are usually submitted online through company websites or local job portals, requiring a well-crafted CV and cover letter highlighting relevant experience. Employers seek strong leadership, communication, problem-solving skills, and a proven ability to manage and motivate a team under pressure.