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Service Center Manager Job Opportunity - MTN-Uganda

Job Title:      Service Center Manager
Organisation: MTN-Uganda
Duty Station: Kampala, Uganda
Reports to: Service Center Operations Manager     

About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

Job Summary: The Service Center Manager will be tasked with cultivating a high sales and service culture to ensure customer satisfaction by providing unrivaled quality customer service to all MTN customers in line with the MTN Quality Seal (services, stock, store & staff) as well as coordinate the delivery of excellent, efficient & accurate service through effective leadership and management of the Service Centre advisors.

Key Duties and Responsibilities:  
  • Cultivate a high sales and service culture to ensure customer satisfaction
  • Oversee a customer service team and provide efficient customer support
  • Maintain daily operations, planning and support at the Service Centre.
  • Develop and implement operational procedures and guidelines (PPPs)
  • The incumbent will manage SLA’s and their related turnaround times
  • Responsible for problem resolution dealing with escalated issues
  • Prepare, propose and manage operating budgets
  • Carry out staff appraisals
  • Mentor and coach the team of advisors to ensure that they achieve their full potential
  • Work closely with related functions of the company to ensure stable and smooth operations of the Service Centre.
  • Ensure active leadership of the brand values in dealings with customers and colleagues.
  • Recommend training and development interventions and follow through to resolution
  • Quality Management by promoting the MTN Quality Seal (Services, Staff, Stock & services)
  • Develop motivational programs to keep morale and retention high.
  • Create and maintain an environment that encourages team development, embracing the principles of team work and self-improvement.

Qualifications, Skills and Experience:  
  • The ideal candidate for the MTN Service Center Manager job opportunity should hold a Bachelor’s Degree in a business related Field
  • At least two years’ experience in an area of specialization (service oriented customer environment); with experience in supervising others
  • At least two years’ driving experience using manual vehicles
  • Proven skills in data technologies and sales
  • Previous experience working in a medium organization
  • Ability to speak English and a second local language.
  • People management, financial and stock management skills.
  • Good interpersonal and problem solving skills.
  • Show commitment to quality and high performance.
  • Resilience, self-motivation and flexibility.
  • Proven ability to work under minimum supervision
  • Ability to learn and unlearn.
  • A good team player
  • Keen attention to detail
  • High levels of integrity
  • Show commitment to quality and high performance
  • Good negotiation, diplomacy and team building skills
  • Highly organized and disciplined personality
  • Excellent communication and interpersonal skills

NB: Please note that presentation of false academic documents and certification will lead to criminal prosecution.

How to Apply:
Interested candidates should send/deliver their Job Applications  with detailed CVs, certified copies of academic certificates (originals are to be presented at the interview) and names and addresses of three referees addressed to the: Recruitment Officer, MTN- Uganda, P.O Box 24624, Kampala, (MTN Towers), Uganda.

Deadline: 20th May 2016

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