Team Leader – Call Center

Are you an experienced sales or customer service professional with strong leadership skills? Premier Credit Uganda is seeking a motivated and results-driven Team Leader – Call Center to join its growing team in Kampala.

This full-time opportunity is ideal for professionals who excel at team management, sales performance, customer engagement, and achieving business targets in a fast-paced financial services environment.

Job Overview

Position: Team Leader – Call Center

Company: Premier Credit Uganda

Employment Type: Full-Time

Location: Kampala, Uganda

Industry: Financial Services

Category: Management, Sales, Customer Service, Business Operations

Application Deadline: 20 June 2026

About Premier Credit Uganda

Premier Credit Uganda is a leading credit-only microfinance institution providing financial solutions to small and medium-sized enterprises (SMEs), civil servants, and individual clients across Uganda.

The organization focuses on responsible lending, innovation, operational excellence, and helping clients achieve their financial goals through accessible credit solutions.

Job Purpose

The Team Leader – Call Center is responsible for overseeing a team of call center agents, driving performance, supporting business growth, and ensuring service excellence. The role involves coaching team members, monitoring performance, achieving sales targets, and creating a productive work environment that delivers outstanding results.

Successful candidates will combine leadership, sales management, customer service, and operational oversight to help the team achieve and exceed business objectives.

Key Responsibilities

Team Leadership and Performance Management

• Lead and supervise a team of at least six active call center agents.

• Foster a positive, collaborative, and high-performance work culture.

• Conduct performance reviews and provide regular coaching and feedback.

• Monitor team productivity and ensure achievement of assigned targets.

Sales and Business Growth

• Drive monthly net disbursement targets across assigned channels.

• Support agents in achieving daily, weekly, and monthly sales goals.

• Promote business growth through client acquisition and relationship management.

• Maintain strong portfolio performance through customer retention and follow-up activities.

Target Monitoring and Reporting

• Submit daily business projections to management.

• Track team performance and conversion rates.

• Ensure achievement of budgeted portfolio and carrying capacity objectives.

Training and Team Development

• Recruit, onboard, and train sales and call center agents.

• Identify development opportunities and provide ongoing coaching.

• Communicate commission structures, incentives, and performance expectations clearly.

Customer Service and Client Support

• Ensure excellent customer service standards across the team.

• Resolve customer concerns promptly and professionally.

• Escalate unresolved issues through the appropriate channels.

Credit Assessment and Risk Management

• Evaluate customer creditworthiness according to company policies.

• Support responsible lending practices and risk management procedures.

• Ensure compliance with institutional credit assessment standards.

Product Marketing and Outreach

• Promote financial products to potential customers.

• Identify opportunities in existing and new markets.

• Focus on client acquisition strategies targeting civil servants and other eligible customer segments.

Educational Requirements

Candidates should possess:

• A Bachelor's Degree from a recognized institution.

• Preferred fields of study include:

  • Sales and Marketing

  • Business Administration

  • Business Studies

  • Related business disciplines

Experience Requirements

Applicants should have:

• A minimum of 2 years of supervisory experience in sales and marketing.

• Experience within a financial institution, microfinance organization, or insurance company is highly desirable.

• Experience in payroll lending operations is considered an added advantage.

Required Skills and Competencies

Technical Skills

• Knowledge of credit assessment and lending activities.

• Computer literacy and proficiency in business applications.

• Strong reporting and performance-tracking abilities.

Leadership Skills

• Team management and motivation.

• Performance coaching and mentoring.

• Decision-making and accountability.

Business Skills

• Sales strategy execution.

• Customer relationship management.

• Target-driven performance management.

Personal Attributes

Successful candidates should demonstrate:

• Integrity and professionalism.

• Strong analytical thinking skills.

• Excellent communication and presentation abilities.

• Strong interpersonal and relationship-building skills.

• Self-motivation and a results-oriented mindset.

• Ability to work under pressure and meet demanding targets.

• Strong problem-solving capabilities.

• Ability to work with minimal supervision.

Working Hours

• Standard work schedule of 8 hours per day.

Why Join Premier Credit Uganda?

This role offers an excellent opportunity to develop leadership experience within a respected financial services organization. You will contribute directly to business growth, team development, and customer success while building valuable expertise in sales management and financial services operations.

Professionals seeking career advancement in customer service leadership, sales supervision, or financial services management will find significant growth opportunities in this position.

How to Apply

Qualified candidates who meet the requirements are encouraged to submit their applications before the application deadline. Highlight your leadership experience, sales achievements, customer service expertise, and financial services background to strengthen your application.