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
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 (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
Deadline: 1st August 2022
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