Customer Experience Supervisor

Premier Credit Uganda is seeking an experienced and customer-focused Customer Experience Supervisor to join its Business Support Center team in Kampala. This full-time leadership opportunity is ideal for professionals who are passionate about delivering exceptional customer service, leading high-performing teams, and improving customer satisfaction.

The successful candidate will oversee daily customer care operations, support service excellence initiatives, and ensure customer inquiries and concerns are resolved efficiently and professionally.

Job Overview

Position: Customer Experience Supervisor

Company: Premier Credit Uganda

Employment Type: Full-Time

Location: Kampala, Uganda

Industry: Financial Services

Category: Customer Service, Management, Business Operations, Administration, Communications

Application Deadline: 20 June 2026

About Premier Credit Uganda

Premier Credit Uganda is a leading credit-only microfinance institution providing financial solutions to SMEs, civil servants, and individuals throughout Uganda. The company is committed to innovation, operational excellence, customer satisfaction, and responsible lending practices.

As part of its continued growth and digital transformation efforts, Premier Credit Uganda is strengthening its customer experience function to deliver outstanding support and service quality.

About the Role

The Customer Experience Supervisor is responsible for managing day-to-day customer care operations while ensuring high service standards across call center and branch support teams.

This role involves supervising staff, monitoring service quality, resolving escalated customer issues, improving operational performance, and supporting customer satisfaction initiatives. The position plays a critical role in maintaining a positive customer experience and strengthening client relationships.

Key Responsibilities

Customer Service Team Leadership

• Supervise and coach call center agents and branch-based customer service staff.

• Support team members in achieving daily, weekly, and monthly performance targets.

• Foster a customer-focused culture that promotes service excellence.

• Conduct regular performance reviews and coaching sessions.

Customer Experience Management

• Ensure customer inquiries, complaints, and service requests are handled promptly and professionally.

• Promote first-contact resolution to improve customer satisfaction.

• Monitor customer interactions to ensure service quality standards are maintained.

• Support initiatives that enhance the overall customer experience.

Quality Assurance and Performance Monitoring

• Monitor call quality, response times, and service-level performance.

• Evaluate customer satisfaction metrics and identify opportunities for improvement.

• Implement corrective actions to enhance service delivery and operational efficiency.

• Ensure adherence to established customer service procedures.

Escalation and Issue Resolution

• Manage escalated customer concerns and complaints.

• Ensure timely resolution of issues within agreed service level agreements (SLAs).

• Work closely with internal teams to resolve complex customer challenges.

• Maintain professionalism and empathy when handling sensitive situations.

Cross-Functional Collaboration

• Partner with departments such as:

  • Operations

  • Collections

  • Management Information Systems (MIS)

  • Marketing

• Coordinate solutions that improve customer outcomes and operational effectiveness.

• Support business initiatives that strengthen customer engagement.

Reporting and Analysis

• Prepare daily, weekly, and monthly reports covering:

  • Team performance

  • Customer complaints

  • Service requests

  • Resolution rates

  • Customer satisfaction trends

• Provide actionable insights to support continuous improvement efforts.

Compliance and Process Management

• Ensure compliance with customer service policies and company procedures.

• Support adherence to data protection and confidentiality requirements.

• Monitor operational processes to ensure consistent service standards.

Staff Development and Training

• Identify training and development needs across customer service teams.

• Coordinate coaching programs and skills enhancement initiatives.

• Support continuous learning to improve customer support performance.

Educational Requirements

Candidates should possess:

• A Bachelor's Degree in:

  • Business Administration

  • Communications

  • Customer Service Management

  • Marketing

  • Related disciplines

• Qualification from a recognized institution.

Experience Requirements

Applicants should have:

• A minimum of 3 years of experience in customer service or call center operations.

• At least 1 year of supervisory or team leadership experience.

• Experience managing customer inquiries, escalations, and service quality initiatives.

• Exposure to performance monitoring and customer satisfaction management.

Required Skills and Competencies

Leadership Skills

• Strong team leadership and coaching abilities.

• Ability to motivate employees and improve performance.

• Experience managing customer service teams in dynamic environments.

Communication Skills

• Excellent verbal and written communication abilities.

• Strong interpersonal and relationship-building skills.

• Ability to communicate effectively with customers and internal stakeholders.

Technical Skills

• Proficiency in Microsoft Office applications.

• Experience working with Customer Relationship Management (CRM) systems.

• Understanding of call center technologies and operating systems.

Customer Service Expertise

• Strong customer-focused mindset.

• Experience managing customer complaints and escalations.

• Ability to maintain professionalism during challenging situations.

Analytical and Problem-Solving Skills

• Strong reporting and performance analysis capabilities.

• Ability to identify trends and implement service improvements.

• Effective decision-making and conflict-resolution skills.

Personal Attributes

The ideal candidate should demonstrate:

• High emotional intelligence.

• Adaptability in a fast-paced work environment.

• Results-oriented thinking.

• Professionalism and accountability.

• Strong attention to detail.

Core Competencies

Success in this role requires:

• Customer-centric service delivery.

• Team leadership and motivation.

• Problem-solving and decision-making abilities.

• Performance management expertise.

• Strong analytical and reporting skills.

• Knowledge of CRM platforms and call center operations.

Working Hours

• Full-time position.

• Standard 8-hour work schedule.

Why Join Premier Credit Uganda?

This role offers an exciting opportunity to contribute to customer satisfaction and operational excellence within a respected financial services organization. You will have the chance to lead customer service teams, improve service quality, and help shape positive customer experiences while advancing your leadership career.

Professionals seeking growth in customer experience management, call center leadership, and customer service operations will find this position highly rewarding.

How to Apply

Qualified candidates are encouraged to submit their applications before the application deadline. Highlight your customer service leadership experience, CRM expertise, team management skills, and achievements in improving customer satisfaction to strengthen your application.