The Ugandan Jobline

• 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.

• 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

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