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Call Centre Supervisor job at Finance Trust Bank | Apply Now
Are you looking for administrative jobs in Uganda 2025 today? then you might be interested in Call Centre Supervisor job at Finance Trust Bank
About the Organisation
Finance Trust Bank was licensed as a Tier 1 Commercial Bank on 11 November 2013, taking over the financial services business of Uganda Finance Trust Limited (MDI). Today Finance Trust Bank is a fully-fledged commercial bank serving a clientele of over 500,000 depositors and over 37,000 borrowers, through a network of 35 branches countrywide. The bank offers a variety of Products and services including; Savings, Current accounts, Loans, Money transfer services and Bills payments to its target market which comprises of micro, small and medium entrepreneurs, salary earners and youth.
It offers a variety of financial services including savings, loans, and investment products. The bank focuses on empowering women and low-income individuals, promoting financial inclusion, and supporting small and medium-sized enterprises (SMEs). It operates numerous branches nationwide and emphasizes customer-centric service and community development.
Full Time
Job Title
Call Centre Supervisor job at Finance Trust Bank
Finance Trust Bank
Job Description
Job Title: Call Centre Supervisor
Organization: Finance Trust Bank
Location: Head Office – Kampala, Uganda
Role Overview:
Reporting to the Manager – Customer Experience, the Call Centre Supervisor is responsible for overseeing daily call centre operations, ensuring the delivery of outstanding customer service and operational efficiency. This role involves team leadership, performance monitoring, issue resolution, and compliance with banking standards and regulations.
Duties, Roles and Responsibilities
Team Leadership: Supervise, coach, and motivate call centre staff to achieve service excellence and meet performance targets.
Customer Service Quality: Ensure timely, professional handling of customer inquiries, account queries, transaction issues, and loan-related questions.
Performance Monitoring: Track and analyze KPIs such as call resolution rate, average handling time, and customer satisfaction; initiate improvement plans where needed.
Issue Escalation: Manage complex or escalated complaints in accordance with internal policies and regulatory requirements.
Training & Development: Train staff on products, service standards, and compliance requirements; support onboarding for new hires.
Operational Management: Optimize call centre schedules, manage call volumes, and ensure adherence to service level agreements (SLAs).
Compliance & Risk: Ensure all customer interactions align with banking laws, data privacy regulations, and internal procedures.
Reporting: Generate and present reports on performance metrics, trends, and recommendations for improvement.
Process Enhancement: Identify opportunities to streamline operations, improve technology use, and enhance customer experience.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor's degree in Business Administration, Marketing, or related field.
Minimum of 2 years’ experience in front-line service delivery within a commercial or banking environment.
Strong analytical skills and familiarity with reporting tools.
Training in Service Management is an added advantage.
Proficiency in Microsoft Office and familiarity with social media platforms.
Strong leadership, communication, and customer engagement skills.
Knowledge of customer complaints handling frameworks and CRM systems.
Excellent planning and organizational abilities.
Remuneration:
An attractive salary and benefits package will be offered to the successful candidate.
How to Apply
Interested candidates should send their application to:
Head of Human Resource
Finance Trust Bank
TWED PLAZA, Plot 22B,
Lumumba Avenue, Kampala, Uganda
Email: jobs@financetrust.co.ug
Include:
Application letter
Detailed CV with contacts of three referees (one being the most recent employer)
Copies of academic credentials
Deadline for Applications: 18th July 2025
CLICK THE APPLY BUTTON BELOW TO SEE DETAILS & APPLY
