Call Center Supervisor

Job description

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Sanlam – Live with Confidence™

We’re in the business of planning for tomorrow. The never-ending pursuit of meticulously crafting our clients’ futures. We do this by truly appreciating the value for money and turning the materials we’re given into something more. It’s our trade and it is something we are passionate about. It’s what makes us Live with Confidence. Sanlam Life Insurance Zambia Limited seeks to recruit qualified and experienced professionals to fill up the position of Call Center Supervisor.

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.

Interested candidates who meet the minimum qualifications should apply to the Head of Human Resources, Sanlam Life Insurance Zambia Limited, Zenura House, Corner Lagos and Lubuto Roads,
P.O. Box 31991, Lusaka, Zambia or email to vacancies@zm.sanlam.com not later than 17th November 2025.

Only shortlisted candidates will be contacted.