Manager – Service Center Operations West Jobs – MTN Uganda

Job Title: Manager – Service Center Operations West

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

About Organisation:

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.

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
• Liaisie 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.
• Valid driving permit with a minimum of 2 years

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

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.

Opens the employer’s application pageApply Now →

Deadline: 5^th August 2026

NB: Only shortlisted candidates will be contacted.

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

Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 60