Azam TV Hiring Customer Service Lead in Zambia – Opportunity 2026

If you are an experienced professional in customer service management and looking for a leadership opportunity in the media and telecommunications sector, this could be the perfect role for you. Azam Media Ltd (Azam TV) has announced a new career opportunity for the position of Customer Service Lead in Zambia.

This role is ideal for professionals who have strong leadership skills, experience managing call center teams, and a passion for delivering exceptional customer experiences.

In this article, we will explain everything you need to know about the job, including responsibilities, qualifications, and how to apply.

About Azam Media Ltd (Azam TV)

Azam Media is one of the leading digital satellite television providers in East and Central Africa. The company is known for delivering quality entertainment, sports, news, and educational content to millions of viewers across the region.

With its continued expansion across African markets, Azam TV is investing in talented professionals who can help strengthen its customer support operations and maintain high service standards.

The Customer Service Lead position plays a critical role in ensuring customer satisfaction and efficient call center management.

Job Position: Customer Service Lead

The Customer Service Lead will be responsible for overseeing the daily operations of the call center. This includes supervising customer service agents, managing service performance, and ensuring that customer issues are handled efficiently.

This leadership position requires someone who can guide teams, improve processes, and maintain excellent service standards.

Key Responsibilities

The selected candidate will perform several important tasks within the organization.

1. Manage Call Center Operations

The Customer Service Lead will supervise daily call center activities, ensuring that all customer inquiries are handled professionally and efficiently.

2. Team Management

The role involves managing staff schedules, supervising agents, and providing guidance to ensure the team meets performance expectations.

3. Monitor Performance Metrics

A major responsibility includes tracking service levels, call handling times, and resolution rates according to the company’s Key Performance Indicators (KPIs).

4. Customer Issue Resolution

The position requires handling escalated customer complaints and ensuring timely solutions to problems such as signal issues, billing disputes, installation delays, and package adjustments.

5. Staff Development and Coaching

The Customer Service Lead will mentor supervisors and agents, conduct performance reviews, and implement training programs to improve service quality and product knowledge.

6. Reporting and Process Improvement

The role also involves preparing weekly and monthly reports and recommending improvements that can enhance operational efficiency and customer satisfaction.

Required Work Experience

To qualify for this role, candidates should meet the following experience requirements:

• A minimum of 5 years of relevant experience
• Experience in telecommunications, DTH, broadband, or related industries
• Strong background in call center management or customer service leadership
• Proven ability to lead teams and improve operational performance

Skills That Will Help You Succeed

While experience is important, certain skills will make candidates stand out.

These include:

• Excellent communication and interpersonal skills
• Strong problem-solving ability
• Leadership and team management skills
• Ability to work under pressure
• Strategic thinking and decision-making

Customer-focused mindset

Application Deadline

Interested candidates must submit their applications before the deadline.

Application Deadline:

14 March 2026

Early application is recommended because competitive roles like this often receive many qualified applicants.

How to Apply

Qualified candidates should send their CV and application email to:

📧 recruitment@azam-media.com

When sending your email, make sure to clearly indicate the position you are applying for in the subject line.

Example:

Subject: Application for Customer Service Lead – Zambia