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Job Title:   Supervisor – Service Center Lira (Service Center Manager)

Organisation: MTN Uganda Limited

Duty Station:  Lira, Uganda

Reports to: 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:

• Drive and ensure effective implementation of Customer Experience plans / projects in the Service Centre
• Drive and effectively run daily debrief / hurdle sessions
• Ensure target achievement of all customer experience & service targets in the Service Centre
• Efficiently manage assigned Service Centre and ensure that staff and customer complaints, problems and requests are resolved as per agreed timelines
• Prepare weekly reports (CLF, Inventory, Sales, Performance Management) ▪ Drive and support all companywide business initiatives in the assigned Service Centre
• Plan workloads and rota for the team
• Ensure prompt settlement of Service Centre bills by MTN
• Coach to ensure right behaviours are lived
• Perform relevant duties that may be assigned by the Manager – Service Center Operations
• Liaise with other stakeholders to achieve business objectives
• Management of frontline staff & Third-Party agents in the Service Centre
• Manage waiting time and transactional time in the Service Centre per service level agreement
• To manage relationships and nurture synergies with the supporting business units
• Manage the Service Centre and ensure alignment to High Value Customer strategies or alignment to High Value Customer corridors.
• Implement appropriate strategies to manage risk within the Company risk appetite parameters.
• Implement Enterprise Business Unit strategies in the Service Centre

Qualifications, Skills and Experience:

• The applicant for the MTN Uganda job must hold a Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
• At least four years of experience in a service environment
• At least three years of experience in managing people
• Good knowledge of sales and retail Industry trends, best practice retail and service principles.
• Sales and Customer Service training
• Introductory Project Management training
• Report Writing skills and training
• Customer Care Principles & Techniques
• Computer Skills
• Stress management
• Problem Solving, Flexibility
• Communication Skills
• Coordinating Techniques
• Interpersonal skills

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

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