The incumbent will lead, coach, and develop a team of Customer Service Agents to achieve sales, service, quality, and compliance targets while enhancing the customer experience and driving operational excellence.
Job Summary
- Type: full-time
- Location: Harare
- Category: Customer Service
- Closing Date: 2026-07-14
Key Responsibilities
- Lead and manage contact centre teams through coaching daily huddles, performance reviews, and roster management.
- Drive KPIs including sales conversions, NPS, Quality Assurance, First Call Resolution, and adherence.
- Monitor calls, conduct quality assessments, and provide performance coaching.
- Handle escalated customer enquiries, complaints, bereavement, and payment-related cases.
- Support customers throughout the life insurance policy life cycle by coordinating with underwriting and claims teams to provide accurate and timely updates.
- Monitor real-time operational performance, including SLA compliance and workforce metrics.
- Prepare daily performance reports on sales, conversions, leads, and customer feedback.
- Identify process improvements to enhance customer experience and operational efficiency.
- Support agent onboarding, training, and continuous development.
Requirements
- Diploma or Degree in Business, Communications, Risk & Insurance, Sales and Marketing.
- 3 years at supervisory level. Life Insurance is a must.
- Experience with CRM systems (Salesforce, HubSpot or similar), dialler systems, Microsoft Excel, and quality assurance tools.
- Strong leadership and coaching skills.
- Excellent communication and composure under pressure.
- Customer-focused with empathy and professionalism.
- High ethical standards and compliance focus.
- Data-driven with a continuous improvement mindset.
- Knowledge of life insurance products, policy administration and customer servicing.
How to Apply
Apply by email: [email protected]
About the Company
Omni Contact positions itself as an AI-First Customer Operations Partner, delivering efficient Business Process Outsourcing (BPO) services. The company actively operates in Zimbabwe, focusing on leveraging technology for customer support and operational excellence. A significant part of its mission involves social impact, notably through initiatives like Project Ignite. This program is dedicated to empowering women and girls in Zimbabwe, aiming to cultivate them into future digital leaders within the nation's evolving tech landscape.
AI-First Customer Operations Partner
Website: https://omnicontact.biz/
Frequently Asked Questions
What qualifications and experience are typically required for a Supervisor-Life Insurance role in Zimbabwe?
Most employers in Zimbabwe look for a degree or diploma in business, finance, insurance, or a related field. Relevant experience in life insurance sales, customer service, or a supervisory role is crucial for this position.
What are the common day-to-day responsibilities of a Life Insurance Supervisor?
You would typically oversee a team of life insurance agents, ensuring sales targets are met and providing ongoing training and support. This includes monitoring performance, resolving client escalations, and maintaining compliance with local insurance regulations.
What is the typical work culture and what are the expectations for supervisors in the Zimbabwean insurance sector?
The work culture often emphasizes performance-driven results, customer satisfaction, and strong teamwork within a professional environment. Supervisors are expected to lead by example, motivate their teams, and adapt to evolving market demands and regulatory changes.
What are the realistic career progression opportunities for a Life Insurance Supervisor in Zimbabwe?
Successful supervisors can progress into senior management roles such as Sales Manager, Branch Manager, or even regional positions within larger insurance companies. Further professional development through industry certifications can also open doors to specialized leadership roles.
What kind of benefits, such as leave or medical aid, are usually offered for a Supervisor-Life Insurance position in Zimbabwe?
Typical benefits often include paid annual leave, sick leave, and contributions to medical aid schemes. Some companies may also offer pension plans, performance-based bonuses, and mobile allowances.
What should I highlight in my application to stand out for a Supervisor-Life Insurance role in Zimbabwe, and what do employers look for?
Employers seek candidates with strong leadership potential, proven sales or customer service achievements, and a solid understanding of the Zimbabwean insurance market. Emphasize your ability to manage teams, drive results, and demonstrate excellent communication skills.