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

Organisation: MTN Uganda Limited

Duty Station: Arua, Uganda

Reports to: Manager – Service Center Operations

About US:

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa. 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 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 3 years 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

NB:

• Female applicants are strongly encouraged to apply.
• In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

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: 8^th October 2023

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