Customer Service Jobs – Supervisor – Service Center – MTN Uganda Limited

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

Organisation: MTN Uganda Limited

Duty Station:  Arua, 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.

Job Summary:  The Supervisor – Service Center will take lead in the delivery of exquisite service quality in the assigned MTN branch.

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


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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: 24th May 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

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