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Customer Experience Supervisor

Full time @Premier Credit posted 4 weeks ago in Management Email Job

Job Detail

  • Job ID 22276
  • Career Level  Officer
  • Experience  3 Years
  • Gender  Both
  • Industry  Administration
  • Qualifications  Degree Bachelor
  • Job Type  Full time

Job Description

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.
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