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| Finance Trust Bank |
Supervisor Call Centre Job Post
Location: Jobs in Uganda 2025 - 2026
Work Hours: Full-time, 08 hours per day
Salary:
UGX
No. of vacancies: 01
Deadline: July 18 2025
Hiring Organization: Finance Trust Bank
Job Details:
The Call Centre Supervisor oversees the daily operations of the bank’s call centre, ensuring exceptional customer service, adherence to banking regulations, and achievement of performance targets.
He/She will lead a team of customer service advisors, monitor call quality, resolve escalated issues, and drive operational efficiency.
Key Result Areas:
- Team Management: Supervise, coach, and mentor a team of call centre agents to ensure high performance, motivation, and adherence to bank policies.
- Customer Service Excellence: Monitor customer interactions to ensure professional, accurate, and timely resolution of inquiries, including account issues, transactions, loans, and product information.
- Performance Monitoring: Track key performance indicators (KPIs) such as call resolution rates, average handling time, and customer satisfaction scores; provide feedback and implement improvement plans.
- Issue Escalation: Handle complex or escalated customer complaints, ensuring resolution in line with bank policies and regulatory standards.
- Training & Development: Conduct training sessions on banking products, customer service techniques, and compliance requirements; onboard new hires.
- Operational Efficiency: Optimize workforce scheduling, manage call volume, and ensure adherence to service level agreements (SLAs).
- Compliance: Ensure all interactions comply with banking regulations, data protection laws and internal policies.
- Reporting: Prepare and analyze performance reports for management, highlighting trends, issues, and recommendations.
- Process Improvement: Identify and implement strategies to enhance call centre processes, technology utilization, and customer experience.
Minimum educational and technical competence requirements:
- Bachelor’s Degree in Business Administration, Marketing or other relevant field.
- At least two years’ experience within front line service delivery in a commercial environment
- Strong data analytical skills
- Service Management training.
- Computer literacy i.e. proficiency in Microsoft applications.
- Adept at social media management
- Ability to engage widely in a large size firm.
- Effective business communication and leadership skills.
- Good planning and organization skills to implement plans consistent with customer experience strategy.
- Client account management knowledge of complaints handling frameworks, processes and tools.
Application procedure
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Date Posted: 2025-07-08
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