The Ugandan Jobline

• 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.

• The applicant for the MTN Uganda
  Service Center Manager must 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
• 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
  performance.
• Resilience, self-motivation and
  flexibility.
• Good Customer Care Principles &
  Techniques
• Excellent stress management
  abilities                   
• A strong business acumen
• Good financial and planning skills
• Highly developed coordinating
  Techniques
• People management, financial and
  stock management skills.
• Good interpersonal and problem
  solving skills.
• Commitment to quality and high
  performance.
• Highly resilient, self-motivated and
  flexible
• Ability to work under minimum
  supervision
• Ability to learn and unlearn.

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