Premier Credit
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 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, Skills and 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.
- 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
How to Apply:
All candidates should send their updated CVs via Email to: jobs@premiercredit.co.ug
Deadline: 20th June 2026
NB: Only shortlisted candidates will be contacted.
