Supervisor – Service Center (Service Center Manager) Careers – MTN Uganda Limited

  Business Administration Jobs in Uganda, Customer Service Jobs, Finance Jobs in Uganda, Sales and Marketing Jobs in Uganda, Social Sciences Jobs in Uganda, Telecommunication Jobs in Uganda

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

Organisation: MTN Uganda Limited

Duty Station:  Kampala, 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


(adsbygoogle = window.adsbygoogle || []).push({});

Qualifications, Skills and Experience:

  • The applicant must hold a Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
  • Four years of experience in a service environment
  • At least three years of managing people
  • Good knowledge of sales and retail Industry trends, best practice retail and service principles.

Training:

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

Skills/Physical Competencies:

  • 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 at the link below.

 

Click Here

 

Deadline: 7th April 2023

 

For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

Related Jobs

,