Job Title: Customer Care Supervisor – Call Center
Organisation: Premier Credit
Duty Station: Kampala, Uganda
About Organisation:
Premier Credit Limited was established in May 2014 as a credit only microfinance to provide financial solutions to corporates, government and individual entrepreneurs. We continue to leverage on the strong relationships built with our customers to understand their needs and develop products that suit them. Since its launch, Premier Credit has grown to service over 30,000 customers through a country-wide network of more than 22 branches and an end-to-end automated service delivery model.
Job Summary: 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 Duties and 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, Skills and 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.
How to Apply:
All interested applicants should submit their Applications plus their CVs and copies of qualifications to The Human Resources Manager, Premier Credit Limited on email to: [email protected]
Deadline: 30th November 2025
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Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 36