Two Service Centre Manager Jobs at MTN Uganda

MTN Uganda is the leading telecommunications company in Uganda, providing public payphones, fixed lines, fax/data, Internet and mobile GSM services. MTN is an equal opportunity employer that is currently expanding, and seeks to recruit competent individuals to fill the vacant positions of Service Centre Managers.
Service Centre Manager (2 positions – Mbarara & Kampala).
The position reports to the Service Centre Operations Manager.
The main purpose of the job is:
·         To cultivate a high sales and service culture to ensure customer satisfaction by providing unrivaled quality customer service to all MTN customers in line with the MTN Quality Seal (services, stock, store and staff)
·         To coordinate the delivery of excellent, efficient and accurate service through effective leadership and management of the Service Centre advisors
·         Financial and stock management
Duties & Responsibilities
Prime responsibilities of the positions:
·         Supervise customer service team and provide efficient customer support.
·         Maintain daily operations, planning and support at the Service Centre.
·         Develop and implement operational procedures and guidelines (PPPs).
·         Manage Service Level Agreements and their related turnaround times.
·         Problem resolution dealing with escalated issues.
·         Prepare, propose and manage operating budgets.
·         Conduct staff appraisals.
·         Mentor and coach the team of advisors to ensure that they achieve their full potential.
·         Liaise with related functions of the company to ensure stable and smooth operation of the Service Centre.
·         To ensure active leadership of the brand values in dealings with customers and colleagues.
·         To recommend training and development interventions and follow through to resolution.
·         Quality Management by promoting the MTN Quality Seal (Services, Staff, Stock & services).
·         To develop motivational programs to keep morale and retention high.
·         To create and maintain an environment that encourages team development, embracing the principles of team work and self-improvement.
Qualifications, Skills & Experience
The applicant must possess the following:
·         Bachelor’s Degree in a business related field.
·         A minimum of 1 year experience in a service oriented customer environment.
·         He/she must have demonstrated skills in data technologies and sales.
·         More than one year’s driving experience using manual vehicles.
·         Ability to speak English and a second local language.
Other skills and attributes:
·         People management, financial and stock management skills.
·         Good interpersonal and problem solving skills.
·         Commitment to quality and high performance.
·         Resilience, self-motivation and flexibility.
·         Ability to work under minimum supervision.
·         Ability to learn and unlearn.
How to Apply
Interested candidates should send their Job Applications with detailed CVs, certified copies of academic certificates (originals are to be presented at the interview) as well as the names and addresses of three referees. Address to the:
Recruitment Officer, MTN Uganda,
P.O. Box 24624, Kampala,
Deadline for submission: Friday, 31 August 2012.
Note: Only shortlisted candidates will be contacted.
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