Manager – Service Center Operations Job – MTN Uganda Limited

Job Title:   Manager – Service Center Operations (2 Job Positions)

Organisation: MTN Uganda Limited

Duty Station: Kampala, Uganda

Reports to: Senior 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:

  • 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:

  • The applicant for the MTN Uganda Manager – Service Center Operations job must hold a Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
  • Five years of experience in a customer service and people management.
  • Driver’s license
  • Corporate propriety
  • Flexibility to travel (local/regional)
  • Constant pressure to meet extremely tight deadlines



  • 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 (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)


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


Click Here


Deadline: 1st August 2022

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