Job Title: Supervisor Call Centre
Organisation: Finance Trust Bank
Duty Station: Kampala, Uganda
Reports to: Manager, Customer Experience
About Organisation:
Finance Trust Bank (FTB) was licensed as a Tier 1 Commercial Bank on 11th November, 2013, taking over the financial services business of Uganda Finance Trust Limited (MDI). Today, Finance Trust Bank is a fully-fledged commercial bank serving a clientele of over 500,000 depositors and over 37,000 borrowers, through a network of 34 branches countrywide. The bank offers a variety of Products and services including; Savings, Current accounts, Loans, Money transfer services and Bills payments to its target market which comprises of micro, small and medium entrepreneurs, salary earners and youth.
Job Summary: The Call Centre Supervisor oversees the daily operations of the bank’s call centre, ensuring exceptional customer service, adherence to banking regulations, and achievement of performance targets.
He/She will lead a team of customer service advisors, monitor call quality, resolve escalated issues, and drive operational efficiency.
Key Duties and Responsibilities:
- Team Management: Supervise, coach, and mentor a team of call centre agents to ensure high performance, motivation, and adherence to bank policies.
- Customer Service Excellence: Monitor customer interactions to ensure professional, accurate, and timely resolution of inquiries, including account issues, transactions, loans, and product information.
- Performance Monitoring: Track key performance indicators (KPIs) such as call resolution rates, average handling time, and customer satisfaction scores; provide feedback and implement improvement plans.
- Issue Escalation: Handle complex or escalated customer complaints, ensuring resolution in line with bank policies and regulatory standards.
- Training & Development: Conduct training sessions on banking products, customer service techniques, and compliance requirements; onboard new hires.
- Operational Efficiency: Optimize workforce scheduling, manage call volume, and ensure adherence to service level agreements (SLAs).
- Compliance: Ensure all interactions comply with banking regulations, data protection laws and internal policies.
- Reporting: Prepare and analyze performance reports for management, highlighting trends, issues, and recommendations.
- Process Improvement: Identify and implement strategies to enhance call centre processes, technology utilization, and customer experience.
Qualifications, Skills and Experience:
- Bachelor’s Degree in Business Administration, Marketing or other relevant field.
- At least two years’ experience within front line service delivery in a commercial environment
- Strong data analytical skills
- Service Management training.
- Computer literacy i.e. proficiency in Microsoft applications.
- Adept at social media management
- Ability to engage widely in a large size firm.
- Effective business communication and leadership skills.
- Good planning and organization skills to implement plans consistent with customer experience strategy.
- Client account management knowledge of complaints handling frameworks, processes and tools.
- Position carries an attractive salary and benefits package.
How to Apply:
Suitably qualified candidates should address their application to Head, Human Resource, Finance Trust Bank, TWED PLAZA, Plot 22B, Lumumba avenue , Kampala, Uganda, and email it to jobs@financetrust.co.ug as well as photocopies of academic testimony+ials, and a CV. The CV should include telephone contacts and email addresses of three referees, one of who should be the most recent employer.
Deadline: 18th July 2025
NB: Only shortlisted candidates will be contacted directly on Tel. Numbers 0312 222600 or 0200800700 ONLY.
Please note that in line with the Bank procedures, no job offers are made online.
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 24