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Job Title:   Manager – Service Center Operations (2 Job Positions)

Organisation: MTN Uganda Limited

Duty Station: Kampala, Uganda

Reports to: Senior Manager – Service Center Operations

About US:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

Key Duties and Responsibilities:

• Champion and implement all Customer Experience projects / plans in the assign region
• Drive service excellence and sales activity in all service centres within the Sales Business unit
• Handle the resolution of escalated branch issues within the region
• Manage customer traffic into the branches in the region
• Manage third party employees assigned to branches in the region
• Coach, mentor and motivate branch staff in an effort in an effort to achieve assigned sales targets and maintain optimal employee service satisfaction levels within the region
• Ensure availability of stock for the teams in the region
• Responsible for overseeing all branch functions and overall customer experience
• Ensure logistics are available for the team deliver on their targets
• Conduct branch scheduled visits & spot checks in the region
• Liaise with the Touch Point teams in ensuring service standards are maintained
• Prepare business reports (Weekly, monthly and quarterly)
• Support and drive all companywide business initiatives in the assigned region
• Support HR in conducting interviews for selection of staff in the Service Centre under the region
• Conduct performance review discussions for the team in the region bi annually
• Implement Enterprise Business Unit strategies in the Service Centres

Qualifications, Skills and Experience:

• The applicant for the MTN Uganda Manager – Service Center Operations job must hold a Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
• Five years of experience in a customer service and people management.
• Driver’s license
• Corporate propriety
• Flexibility to travel (local/regional)
• Constant pressure to meet extremely tight deadlines

Training:

• Introductory Project Management
• Report Writing
• Sales and Customer Service

Behavioural qualities:

• Ability to manage self and be a team player, good conflict management, take and manage accountability
• Energy & Drive – Innovative, takes initiative, results oriented, and develops self consistently
• Interpersonal skills – Leadership, customer centricity, collaborative and coaches & develops direct reports
• Personal skills – trustworthy, integrity and ethical in dealings
• Operating skills – Ability to focus on priorities and plans, and share knowledge effectively
• Organisational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organisation
• Skill in resource management
• Presentation skills
• General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)

MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises. Female applicants are strongly encouraged to apply.

How to Apply:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online

Click Here

Deadline: 1^st August 2022

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