Customer Care Supervisor – Call Center job at Premier Credit Uganda

About Premier Credit Uganda

Premier Credit Credit is a leading microfinance institution providing accessible credit to individuals, SMEs, and civil servants across Uganda. We are driven by innovation, customer service excellence, and a strong commitment to financial inclusion.

Role Overview

The Customer Care Supervisor will oversee the day-to-day operations of the Customer Care leadership, ensuring timely, professional, and efficient handling of customer inquiries, complaints, and service requests. The role is critical in delivering a seamless customer experience and maintaining high service quality standards.

Key Responsibilities

• Supervise and coach call center agents, branch staff to achieve daily and monthly performance targets.
• Ensure all customer calls and queries are handled promptly and courteously.
• Monitor call quality, service levels, and customer satisfaction, implementing improvements where necessary.
• Manage escalated issues and ensure timely resolutions.
• Collaborate with other departments (Collections, Operations, IT, Marketing) to resolve customer issues effectively.
• Prepare daily and weekly reports on team performance, complaints, and resolutions.
• Ensure compliance with customer service protocols, data protection, and company policies.
• Identify training needs and coordinate continuous staff development sessions.

Qualifications & Experience

• Bachelor’s Degree in Business, Communications, or related field.
• Minimum 3 years’ experience in a call center or customer service role, with at least 1 year in a supervisory capacity.
• Strong leadership and coaching abilities.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office tools and experience using CRM systems.
• High emotional intelligence and ability to handle difficult situations calmly and professionally.

Core Competencies

• Customer-centric approach.
• Strong analytical and reporting skills.
• Team leadership and motivation.
• Problem-solving and decision-making ability.
• Results-oriented and adaptable to a fast-paced environment.

• Supervise and coach call center agents, branch staff to achieve daily and monthly performance targets.
• Ensure all customer calls and queries are handled promptly and courteously.
• Monitor call quality, service levels, and customer satisfaction, implementing improvements where necessary.
• Manage escalated issues and ensure timely resolutions.
• Collaborate with other departments (Collections, Operations, IT, Marketing) to resolve customer issues effectively.
• Prepare daily and weekly reports on team performance, complaints, and resolutions.
• Ensure compliance with customer service protocols, data protection, and company policies.
• Identify training needs and coordinate continuous staff development sessions.

• Strong leadership and coaching abilities
• Excellent communication and interpersonal skills
• Proficiency in MS Office tools and experience using CRM systems
• High emotional intelligence and ability to handle difficult situations calmly and professionally
• Customer-centric approach
• Strong analytical and reporting skills
• Team leadership and motivation
• Problem-solving and decision-making ability
• Results-oriented and adaptable to a fast-paced environment

• Bachelor’s Degree in Business, Communications, or related field
• Minimum 3 years’ experience in a call center or customer service role, with at least 1 year in a supervisory capacity