Agent Care Officer

WE ARE HIRING

Workforce Recruitment Services is seeking to recruit on behalf of a client.

POSITION: AGENT CARE OFFICER

LOCATION: BLANTYRE

DUTIES AND RESPONSIBILITIES

To provide structured administrative, operational, and relationship support to field agents, ensuring effective communication, compliance, performance tracking, and overall agent engagement. The role focuses on maintaining agent satisfaction, operational efficiency, and adherence to company standards.

Key Responsibilities

Agent Support & Relationship Management

• Serve as the primary point of contact for assigned agents.
• Respond to agent queries relating to commissions, systems, products, and procedures.
• Provide guidance on company policies and operational requirements.
• Support onboarding of new agents, including documentation and system setup.

Performance Monitoring & Reporting

• Track agent productivity and performance metrics.
• Compile and submit weekly/monthly agent performance reports.
• Identify underperformance trends and escalate accordingly.
• Support implementation of performance improvement initiatives.

Compliance & Documentation

• Ensure agents maintain valid contracts, licenses, and regulatory documentation.
• Monitor adherence to company policies and ethical standards.
• Maintain accurate and updated agent records.
• Assist with disciplinary documentation where necessary.

Commission & Administrative Support

• Verify commission calculations and resolve discrepancies.
• Assist with agent payment processing follow-ups.
• Manage contract renewals and terminations documentation.

Training & Engagement

• Coordinate training sessions, meetings, and workshops for agents.
• Communicate product updates, promotions, and policy changes.
• Support engagement and retention initiatives.

Qualifications & Experience

• Diploma or Degree in Business Administration, Human Resource Management, Marketing, or related field.
• Minimum 2 years’ experience in agent management, sales support, or customer relations.

Skills & Competencies

• Strong interpersonal and relationship management skills.
• Administrative and organizational capability.
• Analytical skills for performance monitoring.
• Good understanding of commission structures and reporting.
• Excellent written and verbal communication.
• Proficiency in MS Office and CRM/agent management systems.
• High level of integrity and confidentiality.
• Agent retention rate
• Query resolution turnaround time
• Accuracy of commission reports
• Compliance rate
• Agent satisfaction levels

Mode of Application

Suitable candidates are required to send their applications and CV’s to applications@workforcemw.net  not later than 4^thMarch 2026.

Please note that only shortlisted candidates will be contacted