Customer Experience Supervisor job at Premier Credit Uganda

Reporting to: Manager – Business Support Center

About Premier Credit Uganda
Premier Credit Uganda is a leading Credit-only Microfinance Institution providing financial solutions to SMEs, Civil Servants, and individuals across the country. We are committed to innovation, operational excellence, and responsible lending while empowering our clients to grow their businesses and livelihoods. To support our continued growth and digital transformation initiatives, we are seeking a highly analytical and proactive individuals to join our team

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 and branch staff to achieve daily and monthly performance targets.
• Ensure all customer calls and queries are handled promptly and courteously, with first contact resolution.
• Monitor call quality, query service levels, customer satisfaction and implementing improvements where necessary.
• Manage escalated issues and ensure resolutions within agreed SLAs.
• Collaborate with other departments (Operations, Collections, MIS and Marketing) to resolve customer issues effectively.
• Prepare daily, weekly and monthly 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 from a recognised Institution.
• 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.
• Knowledge of the Call Centre operating systems, including CRM

• Supervise and coach Call Center agents and branch staff to achieve daily and monthly performance targets.
• Ensure all customer calls and queries are handled promptly and courteously, with first contact resolution.
• Monitor call quality, query service levels, customer satisfaction and implementing improvements where necessary.
• Manage escalated issues and ensure resolutions within agreed SLAs.
• Collaborate with other departments (Operations, Collections, MIS and Marketing) to resolve customer issues effectively.
• Prepare daily, weekly and monthly 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.
• Knowledge of the Call Centre operating systems, including CRM

• Bachelor’s Degree in Business, Communications, or related field from a recognised Institution.
• Minimum 3 years’ experience in a Call Center or customer service role, with at least 1 year in a supervisory capacity.