Job Title: Manager – Service Center Operations
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Manager – Service Center Operations
About Organisation:
MTN Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: Manage the delivery of excellent service to customers and ensure the efficient operation of all branches, Connect Stores and Touch Points in the assigned region in line with MTN Uganda’s vision of leading the delivery of a bold new digital world.
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:
- Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
Experience:
- At least 5 years’ experience in a customer service and people management.
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
- Driver’s license
- Corporate propriety
- Flexibility to travel (local/regional)
- Constant pressure to meet extremely tight deadlines
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.
Deadline: 6th June 2025
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