Service Center Manager Job Opportunity – MTN-Uganda

Job Title:        Service Center Manager
Organization: MTN-Uganda
Duty Station: Kampala, Uganda
Reports to: Service Centers Operations Manager
About US:
is the leading telecommunications Company in Uganda, providing payphone, fixed
lines, fax/data, internet and mobile services.
Job Summary: The Service Center Manager will 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 & staff). The incumbent will also coordinate
the delivery of excellent, efficient & accurate service through effective
leadership and management of the Service Centre advisors. He / she will also be
tasked with financial and stock management 
Key Duties and Responsibilities: 
  • Cultivate a high sales and service
    culture to ensure customer satisfaction
  • Supervise 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)
  • Manage SLA’s and their related
    turnaround times
  • 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
  • Liaise 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
  • The applicant for the MTN Uganda
    Service Center Manager must hold a Bachelor’s Degree in a business related
  • At least two years’ experience in an
    area of specialization (service oriented customer environment); with experience
    in supervising others
  • He/she must have demonstrated skills
    in data technologies and sales
  • Previous experience working in a
    medium organization
  • More than two year’s driving
    experience using manual vehicles
  • 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
  • Resilience, self-motivation and
  • Good Customer Care Principles &
  • Excellent stress management
  • A strong business acumen
  • Good financial and planning skills
  • Highly developed coordinating
  • People management, financial and
    stock management skills.
  • Good interpersonal and problem
    solving skills.
  • Commitment to quality and high
  • Highly resilient, self-motivated and
  • Ability to work under minimum
  • Ability to learn and unlearn.
Please note that presentation of false academic documents and certification
will lead to criminal prosecution.
How to Apply:
suitably qualified and interested candidates should send their applications
with detailed CVs, certified copies of certificates (originals are to be
presented at the interview) and names and addresses of three referees to Recruitment
Officer, MTN- Uganda, P.O. Box 24624, Kampala, (MTN Towers).
Deadline: 15th August, 2016 by
5:00 pm

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