Job Details

Job Description

Lead Our Dynamic Call Centre Team at Client Care Solutions (CCS) Ltd!

Are you a proven leader with a knack for inspiring teams to achieve excellence? Do you thrive in a fast-paced environment where you can mentor agents and ensure top-notch customer service? Client Care Solutions (CCS) Ltd, a premier Business Process Outsourcing (BPO) provider in Zambia, is looking for an exceptional Team Leads to join our expanding call centre operations in Lusaka.

At CCS, we’re dedicated to delivering outstanding customer experiences, and our Team Leads are crucial to making that happen. You’ll play a vital role in guiding and motivating our agents, ensuring they have the support and resources needed to succeed.

As a Call Centre Team Lead, you will:

• Lead, coach, and motivate a team of call centre agents to achieve individual and team performance targets.
• Monitor agent performance, provide constructive feedback, and conduct regular coaching sessions.
• Handle escalated customer issues and provide effective resolutions.
• Ensure adherence to call centre policies, procedures, and quality standards.
• Prepare and analyze performance reports, identifying areas for improvement.
• Foster a positive and collaborative team environment.

What we’re looking for:

• A Bachelor’s degree or equivalent in a related field.
• Proficiency with call centre technology, including computers, software applications, and phone systems.
• Strong coaching and leadership skills, with a proven ability to motivate and develop employees.
• Ability to multitask and remain calm under pressure, thriving in a dynamic environment.
• Decisiveness and keen attention to detail – you’re a quick thinker with a meticulous approach.
• 2-3 years of experience working in call centre as a quality assessor or call centre supervisor

Why work with CCS Zambia Ltd?

Join a company that values its people and invests in their growth. We offer a supportive and challenging work environment where your leadership will directly contribute to our success. This is an exciting opportunity to shape a team, enhance customer satisfaction, and advance your career.

How to Apply:

Please submit your CV and cover letter to [email protected] .

Application Deadline: 11th June 2025