The Contact Centre Manager is responsible for leading and managing all customer interaction channels to deliver an exceptional customer experience while achieving operational efficiency and business objectives. The role oversees three customer engagement teams:
* Call Centre Team
* Digital Customer Service Team
* Retail Customer Retention Team
* Call Centre Team
* Digital Customer Service Team
* Retail Customer Retention Team
Job Summary
- Employer: Old Mutual Malawi
- Job Type: Full-time
- Location: Blantyre, Malawi
- Category: Customer Service
- Closing Date: 2026-10-01
Key Responsibilities
- Oversee day-to-day operations across voice, digital, and retention channels.
- Ensure service levels, response times, and quality standards are consistently achieved.
- Monitor staffing requirements to optimize productivity and customer experience.
- Implement operational processes and controls that improve efficiency and service delivery.
- Ensure business continuity plans are in place for all customer service functions.
- Manage escalation processes and resolve high-priority customer issues.
- Manage inbound and outbound call centre operations.
- Monitor key performance indicators including:- Service Level
- Average Handling Time (AHT)
- Abandonment Rate
- First Call Resolution (FCR)
- Ensure quality assurance standards are maintained.
- Coordinate training and coaching programs to improve agent performance.
- Oversee customer interactions received through all digital channels.
- Develop strategies to improve digital response times and engagement levels.
- Ensure consistent tone of voice and brand representation across digital channels.
- Monitor social media customer sentiment and identify emerging service issues.
- Implement reporting and analytics to track digital service performance.
- Manage digital escalation processes and reputation management activities.
- Lead customer retention and loyalty initiatives.
- Develop proactive retention campaigns to reduce customer churn.
- Monitor retention metrics and identify at-risk customer segments.
- Work closely with Sales, Marketing, and Retail teams to improve customer loyalty.
- Analyze retention trends and recommend strategies to improve customer lifetime value.
- Establish and track departmental KPIs and service targets.
- Produce regular operational and performance reports.
- Analyze customer and operational data to identify trends and improvement opportunities.
- Present performance results and recommendations to senior management.
- Implement action plans to address service gaps and improve outcomes.
- Ensure compliance with company policies, regulatory requirements, and data privacy standards.
Requirements
- Bachelor of Business Administration (BBA)
How to Apply
To apply, please visit: oldmutual.wd3.myworkdayjobs.com
REF Code: JR-84101
About the Company
Old Mutual Malawi is a prominent financial services group operating within the Republic of Malawi, dedicated to empowering individuals and businesses. As a subsidiary of Old Mutual Limited, it provides a comprehensive suite of financial solutions, including life assurance, general insurance, investment management, and savings products. The company caters to a broad spectrum of clients, from retail customers seeking personal financial security to corporate and institutional entities managing significant assets across Malawi. With a strong commitment to local development, Old Mutual Malawi plays a vital role in fostering economic stability and financial literacy, helping Malawians achieve their financial aspirations and secure their futures.
Empowering Malawians through trusted financial solutions.
Frequently Asked Questions
What qualifications or education do I need to become a Contact Centre Manager in Malawi?
Most employers require a bachelor's degree in Business Administration, Marketing, or a related field, plus at least 3-5 years of experience in customer service or call centre operations. Professional certifications in customer experience management or leadership are advantageous but not always mandatory.
What are the typical day-to-day responsibilities of a Contact Centre Manager?
You will oversee team performance metrics, handle escalated customer complaints, schedule staff shifts, and ensure service level agreements are met. Regular reporting to senior management and training junior supervisors are also core duties.
How does workplace culture in Malawi affect this management role?
Malawian workplaces value respect for hierarchy and collaborative decision-making, so building strong relationships with your team is essential. Punctuality and professional dress are expected, and managers often balance formal authority with approachable mentorship.
What career progression opportunities exist for Contact Centre Managers in Malawi?
With strong performance, you can advance to Regional Operations Manager, Head of Customer Experience, or General Manager positions. Some professionals also transition into consultancy or move to larger multinational firms with broader African operations.
What benefits should I expect in a Contact Centre Manager role with a company like Old Mutual Malawi?
Typical benefits include medical aid coverage, pension contributions, annual leave of 18-24 days, and performance-based bonuses. Multinational insurers often provide additional perks such as group life insurance and professional development allowances.
How should I apply, and what do Malawian employers look for in candidates?
Apply through company career portals, LinkedIn, or reputable local job boards like MyJobo; ensure your CV highlights measurable achievements in team leadership and customer satisfaction. Employers prioritise candidates with proven experience in financial services, strong data analysis skills, and fluency in English with Chichewa.