Job Title: Service Center Manager
Organisation: MTN-Uganda
Duty Station: Kampala, Uganda
Reports to: Service Center Operations Manager
About US:
MTN-Uganda
is the leading telecommunications Company in Uganda, providing payphone, fixed
lines, fax/data, internet and mobile services.
is the leading telecommunications Company in Uganda, providing payphone, fixed
lines, fax/data, internet and mobile services.
Job Summary: The Service Center Manager will be tasked with cultivating
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 & staff) as well as coordinate the delivery
of excellent, efficient & accurate service through effective leadership and
management of the Service Centre advisors.
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 & staff) as well as coordinate the delivery
of excellent, efficient & accurate service through effective leadership and
management of the Service Centre advisors.
Key Duties and Responsibilities:
- Cultivate a high sales and service culture to
ensure customer satisfaction - Oversee a 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) - The incumbent will manage SLA’s and their
related turnaround times - Responsible for problem resolution dealing
with escalated issues - Prepare, propose and manage operating budgets
- Carry out staff appraisals
- Mentor and coach the team of advisors to
ensure that they achieve their full potential - Work closely with related functions of the
company to ensure stable and smooth operations of the Service Centre. - Ensure active leadership of the brand values
in dealings with customers and colleagues. - Recommend training and development interventions
and follow through to resolution - Quality Management by promoting the MTN
Quality Seal (Services, Staff, Stock & services) - Develop motivational programs to keep morale
and retention high. - Create and maintain an environment that
encourages team development, embracing the principles of team work and
self-improvement.
Qualifications, Skills and Experience:
- The ideal candidate for the MTN Service
Center Manager job opportunity should hold a Bachelor’s Degree in a
business related Field - At least two years’ experience in an area of
specialization (service oriented customer environment); with experience in
supervising others - At least two years’ driving experience using
manual vehicles - Proven skills in data technologies and sales
- Previous experience working in a medium
organization - Ability to speak English and a second local
language. - People management, financial and stock
management skills. - Good interpersonal and problem solving
skills. - Show commitment to quality and high
performance. - Resilience, self-motivation and flexibility.
- Proven ability to work under minimum
supervision - Ability to learn and unlearn.
- A good team player
- Keen attention to detail
- High levels of integrity
- Show commitment to quality and high
performance - Good negotiation, diplomacy and team building
skills - Highly organized and disciplined personality
- Excellent communication and interpersonal
skills
NB: Please note that presentation of false academic
documents and certification will lead to criminal prosecution.
documents and certification will lead to criminal prosecution.
How to Apply:
Interested
candidates should send/deliver their Job Applications with detailed CVs, certified copies of
academic certificates (originals are to be presented at the interview) and
names and addresses of three referees addressed to the: Recruitment Officer,
MTN- Uganda, P.O Box 24624, Kampala, (MTN Towers), Uganda.
candidates should send/deliver their Job Applications with detailed CVs, certified copies of
academic certificates (originals are to be presented at the interview) and
names and addresses of three referees addressed to the: Recruitment Officer,
MTN- Uganda, P.O Box 24624, Kampala, (MTN Towers), Uganda.
Deadline: 20th May 2016
For
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or find us on our Facebook page https://www.facebook.com/UgandanJobline