Call Center Supervisor
2025-11-13T07:56:25+00:00
Sanlam Life Insurance Zambia Limited
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FULL_TIME
Lusaka
Lusaka
10101
Zambia
Insurance
Customer Service
2025-11-24T17:00:00+00:00
Zambia
8
Job Summary
Managing day-to-day operations for the team in the call center. The Call Centre Supervisor will work in a supervisory role and is responsible for planning, directing, managing, and evaluating team performance to ensure customers are receiving a high level of service. He/she will work under the general direction of the Customer Service Manager and will, in addition to communicating with Clients and Vendors, be responsible for implementing streamlining opportunities and process improvements.
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Key Responsibilities
The job holder will be responsible and accountable for the following key areas:
1. Customer Experience
- Ensure that all incoming calls from customers with inquiries are recorded accurately in the CRM – 100%.
- Query report sent to claims for all outstanding cases – 100% daily.
- Inbound report run on a weekly basis with call disposition – 100%.
- Ensure resolve of all inbound queries coming in via email/WhatsApp and all escalated queries.
- Manage all customer inquiries and summarize to present to management.
- Ensure that all engagement SMS are sent out each month and any ad hoc. Provide monthly report on all SMS communication done. WhatsApp welcome video/lapse/about to lapse/etc Delivery rate must be 90% target.
- Facilitating sales of all products generated (leads) via all inbound platforms.
- Analyse customer issues and assist in resolving within the required timeframe (monthly reports to be submitted on all platform activities e.g., inbound calls, WhatsApp, SMS).
- Coordinate with customers and ensure appropriate questioning to identify issues (follow up on queries to ensure all are closed on time).
- Administer and prioritize customer tasks and ensure achievement of all deadlines within the required timeframe.
- Maintain accuracy of all data and verify the same for all customer services.
2. Business Retention/Conservation
- Lapse management/reinstatements through missing premiums collections and maintain a lapse ratio of < 40% of inceptions. Target of 38 cases per month.
- Arrear collection – from DDAC file.
- Arrear collection from about to lapse report, misallocation corrections (refer to production report).
3. Reporting
Preparation of the following reports:
- Welcome call report/inbound traffic report/quality calls/dropped calls/arrear management.
- Conservation report.
- Any Ad hoc report as and when needed.
Minimum Qualifications and Experience
- Grade 12 (or equivalent).
- Bachelor’s Degree/Diploma in Business Administration, Degree/Diploma in Marketing and Sales.
- Member of a relevant professional body.
- Minimum of two (2) years’ relevant experience in a Multinational Organization.
Knowledge: Strong business admin experience, customer care skills, basic insurance knowledge, knowledge in Microsoft applications such as Outlook, Word, and Excel.
Skills: Customer care, basic computer skills in MS Word and Excel, acceptable analytical skills, communication skills (both oral and written), high integrity, honesty.
Customer Experience Ensure that all incoming calls from customers with inquiries are recorded accurately in the CRM – 100%. Query report sent to claims for all outstanding cases – 100% daily. Inbound report run on a weekly basis with call disposition – 100%. Ensure resolve of all inbound queries coming in via email/WhatsApp and all escalated queries. Manage all customer inquiries and summarize to present to management. Ensure that all engagement SMS are sent out each month and any ad hoc. Provide monthly report on all SMS communication done. WhatsApp welcome video/lapse/about to lapse/etc Delivery rate must be 90% target. Facilitating sales of all products generated (leads) via all inbound platforms. Analyse customer issues and assist in resolving within the required timeframe (monthly reports to be submitted on all platform activities e.g., inbound calls, WhatsApp, SMS). Coordinate with customers and ensure appropriate questioning to identify issues (follow up on queries to ensure all are closed on time). Administer and prioritize customer tasks and ensure achievement of all deadlines within the required timeframe. Maintain accuracy of all data and verify the same for all customer services. 2. Business Retention/Conservation Lapse management/reinstatements through missing premiums collections and maintain a lapse ratio of < 40% of inceptions. Target of 38 cases per month. Arrear collection – from DDAC file. Arrear collection from about to lapse report, misallocation corrections (refer to production report). 3. Reporting Preparation of the following reports: Welcome call report/inbound traffic report/quality calls/dropped calls/arrear management. Conservation report. Any Ad hoc report as and when needed.
Grade 12 (or equivalent). Bachelor’s Degree/Diploma in Business Administration, Degree/Diploma in Marketing and Sales. Member of a relevant professional body. Minimum of two (2) years’ relevant experience in a Multinational Organization.
JOB-69158f29368e1
Vacancy title:
Call Center Supervisor
[Type: FULL_TIME, Industry: Insurance, Category: Customer Service]
Jobs at:
Sanlam Life Insurance Zambia Limited
Deadline of this Job:
Monday, November 24 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Thursday, November 13 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Job Summary
Managing day-to-day operations for the team in the call center. The Call Centre Supervisor will work in a supervisory role and is responsible for planning, directing, managing, and evaluating team performance to ensure customers are receiving a high level of service. He/she will work under the general direction of the Customer Service Manager and will, in addition to communicating with Clients and Vendors, be responsible for implementing streamlining opportunities and process improvements.
Key Responsibilities
The job holder will be responsible and accountable for the following key areas:
1. Customer Experience
- Ensure that all incoming calls from customers with inquiries are recorded accurately in the CRM – 100%.
- Query report sent to claims for all outstanding cases – 100% daily.
- Inbound report run on a weekly basis with call disposition – 100%.
- Ensure resolve of all inbound queries coming in via email/WhatsApp and all escalated queries.
- Manage all customer inquiries and summarize to present to management.
- Ensure that all engagement SMS are sent out each month and any ad hoc. Provide monthly report on all SMS communication done. WhatsApp welcome video/lapse/about to lapse/etc Delivery rate must be 90% target.
- Facilitating sales of all products generated (leads) via all inbound platforms.
- Analyse customer issues and assist in resolving within the required timeframe (monthly reports to be submitted on all platform activities e.g., inbound calls, WhatsApp, SMS).
- Coordinate with customers and ensure appropriate questioning to identify issues (follow up on queries to ensure all are closed on time).
- Administer and prioritize customer tasks and ensure achievement of all deadlines within the required timeframe.
- Maintain accuracy of all data and verify the same for all customer services.
2. Business Retention/Conservation
- Lapse management/reinstatements through missing premiums collections and maintain a lapse ratio of < 40% of inceptions. Target of 38 cases per month.
- Arrear collection – from DDAC file.
- Arrear collection from about to lapse report, misallocation corrections (refer to production report).
3. Reporting
Preparation of the following reports:
- Welcome call report/inbound traffic report/quality calls/dropped calls/arrear management.
- Conservation report.
- Any Ad hoc report as and when needed.
Minimum Qualifications and Experience
- Grade 12 (or equivalent).
- Bachelor’s Degree/Diploma in Business Administration, Degree/Diploma in Marketing and Sales.
- Member of a relevant professional body.
- Minimum of two (2) years’ relevant experience in a Multinational Organization.
Knowledge: Strong business admin experience, customer care skills, basic insurance knowledge, knowledge in Microsoft applications such as Outlook, Word, and Excel.
Skills: Customer care, basic computer skills in MS Word and Excel, acceptable analytical skills, communication skills (both oral and written), high integrity, honesty.
Work Hours: 8
Experience in Months: 24
Level of Education: associate degree
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