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
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.
Deadline: 7th April 2023