Position: Contact Centre Supervisor – Outbound
Location: Kampala- Uganda
Reports To: Manager Customer Experience
Employment Type: Full Time
Client Overview
Our client is a leading financial institution in Uganda, providing a wide range of banking and financial services to individuals, businesses, and other organisations. The institution is committed to delivering convenient, reliable, and customer-focused financial solutions while maintaining high standards of service and professionalism.
With a strong focus on customer satisfaction and innovation, the institution continues to strengthen its services and create positive experiences for its customers.
Position Summary
The Manager Customer Experience will be responsible to lead, coordinate, and supervise the outbound contact centre team to achieve customer engagement, sales, collections, retention, service, and campaign objectives.
The role is responsible for ensuring high-quality customer interactions, achievement of productivity targets, compliance with policies and procedures, and continuous improvement of customer experience across all outbound campaigns.
Key Duties and Responsibilities
Team Leadership and People Management
- Supervise and manage the daily activities of the outbound contact centre team.
- Monitor agent performance and productivity against agreed KPIs and SLAs.
- Conduct regular coaching, mentoring, and performance feedback sessions.
- Develop individual performance improvement plans where required.
- Manage staff attendance, schedules, leave planning, and adherence to workforce requirements.
- Foster a positive, customer-centric, and high-performance culture.
- Identify skill gaps and recommend development interventions.
- Support implementation of process improvements and automation initiatives.
- Promote best practices and knowledge sharing within the team.
Customer Experience Management
- Ensure professional, courteous, and efficient customer interactions.
- Monitor call quality and provide actionable feedback to agents.
- Resolve escalated customer issues and complaints within agreed timelines.
- Drive initiatives aimed at improving customer satisfaction and loyalty.
- Analyze customer feedback and identify service improvement opportunities.
- Own customer retention and dormancy reduction targets.
- Design and lead a structured post-onboarding engagement journey
- Analyse churn drivers and feed insights back into product/CX decisions
Stakeholder Management
- Liaise with internal departments to support campaign execution and resolution of customer issues.
- Collaborate with Product, Sales, Operations, Risk, Compliance, and IT teams to improve customer outcomes.
- Provide insights and feedback on customer trends and campaign performance.
Outbound Campaign Management
- Plan, coordinate, and execute outbound calling campaigns including:
- Customer surveys
- Service follow-ups
- Customer retention initiatives
- Sales and cross-selling campaigns
- Debt collection and payment reminders
- Customer awareness and education campaigns
- Monitor campaign performance and recommend improvements.
- Ensure call lists and customer data are accurately utilized and managed.
Performance Monitoring and Reporting
- Track and report on team KPIs, including:
- Calls handled
- Contact rates – the percentage of customers successfully reached during outbound calling activities.
- Conversion rates
- Collection rates
- Customer satisfaction scores
- Quality assurance scores
- Agent adherence and productivity
- Prepare daily, weekly, and monthly performance reports.
- Provide recommendations to improve operational efficiency and campaign outcomes
Controls and Risk Management
- Ensure adherence to regulatory requirements, company policies, and contact centre procedures.
- Conduct routine call monitoring and quality assessments.
- Ensure customer information is handled confidentially and securely.
- Identify and mitigate operational and compliance risks within the team.
Education and Training
- A first degree in any discipline.
- Minimum of 3 – 5 years’ experience in banking operations, of which at least two (2) must have been under customer service or contact centre
Skills and Experience
- Strong analytical Skills
- Thorough knowledge of the Bank’s products, services and delivery channels
- Thorough knowledge of the bank’s procedure and statutory requirements
- Excellent communication, interpersonal and relationship skills
- Knowledge of banking industry in Uganda and the financial markets as a whole
- Excellent problem-solving skills
- A self-driven individual with good motivational skills
- Effective writing and presentation skills.
- Quality assurance and call monitoring.
- Data analysis and reporting.
- Allocate and manage team workload.
- Stakeholder management.
Business Behaviours
- Passion: Committed to excellence, deliver outstanding results and make a positive impact for our customers and stakeholders.
- Teamwork: Collaborates, mutual respect, and diverse perspectives, to achieve shared success and deliver greater value to the Bank.
- Integrity: Uphold honesty, transparency, and accountability, ensuring ethical practices in every action.
- Innovation: Embrace creativity and forward-thinking, continually seek new solutions to enhance customer experience and drive business growth.
Deadline: 09 October 2026
