CIC Supervisor at AB InBev November 2025
Company: AB InBev (Tanzania Breweries Limited) Role: CIC Supervisor Band: VIII Function: Commercial / Sales & Marketing Location: Tanzania Application Deadline: November 2025
About AB InBev: Dreaming Big
Dreaming big is in our DNA. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new ways to meet life’s moments. A future where we keep dreaming bigger.
We look for people with passion, talent, and curiosity, and provide them with the teammates, resources, and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?
Job Overview
We are recruiting for a CIC Supervisor (Customer Interaction Center) to join our dynamic Commercial team. The key purpose of this role is to efficiently manage the assigned CXC (Customer Experience Center) agent team.
As the Supervisor, you will be the driving force behind the team’s execution of commercial strategies. Your goal is to ensure the team meets its commercial objectives, hits all Key Performance Indicators (KPIs), and generates effective alignment between the “ground team” (field sales) and the “CXC Team” (digital/tele-sales). You will be responsible for driving Digital Adoption and ensuring that our interaction with retailers and distributors is world-class.
Key Roles and Strategic Responsibilities
The role requires a blend of people management, data analysis, and commercial strategy execution.
1. Team Supervision & Commercial Strategy
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Strategic Alignment: Supervise your team to assure correct management, aligning daily activities with broader commercial goals. You will coach the team to identify market opportunities with the ultimate goal of guaranteeing the commercial objectives of the area are met.
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Performance Monitoring: Continuously monitor the team’s output to ensure alignment with the company’s aggressive growth targets.
2. Coaching & Development
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Quality Assurance: Develop team members through active coaching. This involves listening to their calls, evaluating their interactions, and identifying areas for improvement.
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Sales Effectiveness: Your goal is to maximize productivity and sales effectiveness. You will specifically focus on driving Digital Adoption, helping customers migrate to our digital ordering platforms (BEES) through effective agent communication.
3. KPI Management & Productivity
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Metric Tracking: Assure that the assigned team complies with critical productivity indicators. You will be responsible for tracking and improving:
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Contactability Rate: The percentage of customers successfully reached.
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Strike Rate: The percentage of calls that result in a sale.
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Quality of Call: Adherence to scripts and service standards.
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Volume & Profit: You must drive the team to hit Volume Targets, Coverage targets, and High Profit Volume targets.
4. Operational & Tool Management
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Tech Enablement: Control the technological tools given to the team (CRM systems, telephony software), assuring the well-functioning of these tools to perform the required job.
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Issue Resolution: Channel identified issues to the CXC Team Leader and cross-functional areas to find respective solutions. You are the bridge between the agent’s difficulties and the technical/operational solutions.
5. HR & Administrative Management
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People Management: Control and administer HR allocations for your team, such as annual leave planning, permits, and monitoring attendance.
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Well-being: Manage any issues related to the safety and well-being of your staff. This must be proactively communicated to the CXC Team Leader and HR Business Partner.
6. Reporting & Feedback
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Feedback Loops: Provide written feedback to the CXC Team Leader and CXC Manager regarding the performance of the team.
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Routine Compliance: Assure that each routine and standard operating procedure (SOP) is strictly complied with by every team member.
Key Attributes and Competencies
To succeed in this fast-paced environment, candidates must possess:
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Commercial Mindset: Service-oriented with a strong Sales/Commercial orientation. You must understand the numbers that drive the business.
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Communication: Effective communication skills with the ability to articulate views clearly and logically. Strong presentation skills are required for reporting to management.
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Problem Solving: Strong problem-solving skills with an investigative mindset to uncover why targets are or aren’t being met.
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Resilience: The ability to work in a pressurized environment. You must be proactive and innovative in your approach to analysis.
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Ethics: Unwavering honesty and integrity.
Minimum Requirements
Education:
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Degree level qualification or equivalent is required.
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Preferably in Commerce, Business Administration, or a related field.
Experience:
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2 to 5 years of relevant commercial experience.
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Experience in reporting setups, analytics, and sales insights is critical.
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Prior experience in a call center, telesales, or FMCG sales environment is highly advantageous.
Technical Skills:
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Computer Literacy: Basic knowledge of Excel and Word is mandatory. You should be comfortable analyzing data spreadsheets and creating reports.
Why Join AB InBev?
AB InBev is an equal opportunity employer. All appointments will be made in line with our employment equity plan and talent requirements. We offer a competitive salary, world-class training, and the opportunity to grow within a global organization that owns some of the world’s most loved beer brands.
Note: The advert has minimum requirements listed. Management reserves the right to use additional/relevant information as criteria for short-listing.
How to Apply
Job Type: Full-time
If you are ready to unleash your full potential and dream big, apply now.
To submit your application, please follow the link provided below.
