Team Leader – Call Center 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

Job Purpose:
This position oversees and monitors a group of Call Center agents. As a call Center team leader, your job is to provide training and feedback for the team, ensure that the team goals are met, and make performance assessments for each member.

Overall Responsibilities:

• Lead a high-performing team of at least 6 active Call centre Agents to drive business growth
• Foster a motivated and supportive team environment, promoting collaboration and productivity,
• Achievement of the monthly net disbursement target of both End-to-End and Branch support,
• Support and ensure each team agent achieves their daily, weekly and monthly targets
• Clearly communicate incentives and commission structures to the team
• Submit daily projections to your supervisor and ensure conversion
• Maintain a 100%+ actual portfolio balance and carrying capacity vs budget through new business generation, Client retention via follow-ups, marketing, and excellent customer care
• Recruit, train, and supervise a team of Sales Agents.
• Market the institution’s products to potential clients, both in existing and new markets, specifically targeting civil servants.
• Solve clients’ problems promptly and escalate any unresolved queries.
• Evaluate and assess the credit risk of individual clients according to institutional policies and procedures.

Education: 

• Degree from a recognized institution, preferably in Sales & Marketing, Business Studies, or Business Administration.
• Experience in the payroll lending sector will be an added advantage.
• Skills: Integrity, analytical thinking, organizational skills, knowledge in credit activities, and computer literacy.

Personal Attributes: 

• Team player, self-starter, ability to work towards set targets, excellent presentation, interpersonal and communication skills.
• Minimum of 2 years in supervision within Sales and Marketing, preferably in a financial or insurance institution.
• Creative problem-solving skills and the ability to work under pressure with minimal supervision in an aggressive sales target environment.

• Lead a high-performing team of at least 6 active Call centre Agents to drive business growth
• Foster a motivated and supportive team environment, promoting collaboration and productivity,
• Achievement of the monthly net disbursement target of both End-to-End and Branch support,
• Support and ensure each team agent achieves their daily, weekly and monthly targets
• Clearly communicate incentives and commission structures to the team
• Submit daily projections to your supervisor and ensure conversion
• Maintain a 100%+ actual portfolio balance and carrying capacity vs budget through new business generation, Client retention via follow-ups, marketing, and excellent customer care
• Recruit, train, and supervise a team of Sales Agents.
• Market the institution’s products to potential clients, both in existing and new markets, specifically targeting civil servants.
• Solve clients’ problems promptly and escalate any unresolved queries.
• Evaluate and assess the credit risk of individual clients according to institutional policies and procedures.

• Integrity
• Analytical thinking
• Organizational skills
• Knowledge in credit activities
• Computer literacy
• Excellent presentation skills
• Interpersonal skills
• Communication skills
• Creative problem-solving skills
• Ability to work under pressure with minimal supervision in an aggressive sales target environment

• Degree from a recognized institution, preferably in Sales & Marketing, Business Studies, or Business Administration.
• Experience in the payroll lending sector will be an added advantage.