Call Center Supervisor x2

Website Sanlam Life Insurance Zambia Limited

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 professional 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.    New business acquisition.

The incumbent will ensure that the agents are meeting their monthly sales targets.

Ensure that the team prospecting leads are available.

Manage Sales and agent productivity.

Data mine for lead generation

4.    Reporting

Preparation of the following reports:

Welcome call report/inbound traffic report/quality calls/dropped calls/ arrear management.

New Business Production report

Conservation report

Any Adhoc report as and when needed.

Minimum qualifications and experience

Grade 12 (or equivalent)

Degree/Diploma in Business Administration, Degree/Diploma in Marketing and Sales

Member of a relevant professional body.

Minimum of two (2) year’s 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 Executive Head of Human Capital, Sanlam Life Insurance Zambia Limited, Zenera House, Corner Lagos and Lubuto Roads P.O. Box 31991, Lusaka Zambia or email to [email protected] not later than 2nd June 2023.

Only shortlisted candidates will be contacted.


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