Premier Credit Uganda is seeking a highly analytical and proactive Call Center Team Leader to support its continued growth and digital transformation initiatives.
The successful candidate will report to the Manager – Business Support Center and will oversee a team of Call Center agents. The role involves training, supervising, motivating and assessing agents to ensure performance targets are achieved.
About Premier Credit Uganda
Premier Credit Uganda is a credit-only microfinance institution that provides financial solutions to SMEs, civil servants and individuals across Uganda.
The institution focuses on innovation, operational excellence and responsible lending. It also supports clients in growing their businesses and improving their livelihoods.
Job Purpose
The Call Center Team Leader will supervise and monitor a group of Call Center agents.
The role requires providing training and feedback to the team, ensuring that team goals are met and carrying out performance assessments for each team member.
Key Responsibilities
The successful candidate will lead a high-performing team of at least six active Call Center agents to support business growth.
They will foster a motivated and supportive team environment that promotes collaboration and productivity.
The candidate will also be responsible for ensuring achievement of monthly net disbursement targets for both End-to-End and Branch Support operations.
They will support each team agent to achieve daily, weekly and monthly targets.
The role also requires clearly communicating incentives and commission structures to the team.
The Team Leader will submit daily projections to the supervisor and ensure conversion.
They will maintain a 100 percent or higher actual portfolio balance and carrying capacity against budget through new business generation, client retention, follow-ups, marketing and excellent customer care.
The candidate will also recruit, train and supervise Sales Agents.
They will market the institution’s products to potential clients in both existing and new markets, with a specific focus on civil servants.
The role also involves solving clients’ problems promptly and escalating unresolved queries.
The successful candidate will evaluate and assess the credit risk of individual clients according to the institution’s policies and procedures.
Education Requirements
Applicants should have a degree from a recognized institution.
A qualification in Sales and Marketing, Business Studies or Business Administration is preferred.
Experience in the payroll lending sector will be an added advantage.
Required Skills
Applicants should have integrity, analytical thinking skills and strong organizational abilities.
They should also have knowledge of credit activities and be computer literate.
Personal Attributes
The ideal candidate should be a team player and a self-starter.
They should be able to work towards set targets and demonstrate excellent presentation, interpersonal and communication skills.
Applicants should also have creative problem-solving skills and the ability to work under pressure with minimal supervision in an aggressive sales target environment.
Experience
Applicants should have a minimum of two years of supervisory experience in Sales and Marketing.
Experience in a financial or insurance institution is preferred.
Job Details
Reporting to: Manager – Business Support Center
Experience: 24 months
Level of Education: Bachelor’s degree
Work Hours: 8 hours