Customer Care Jobs – Supervisor – Service Center Arua (Service Center Manager) – MTN Uganda Limited

Job Title:   Supervisor – Service Center Arua (Service Center Manager)

Organisation: MTN Uganda Limited

Duty Station: Arua, Uganda

Reports to: Manager – Service Center Operations


About US:

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa. 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 3 years managing people
  • Good knowledge of sales and retail Industry trends, best practice retail and service principles.


  • 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



  • Female applicants are strongly encouraged to apply.
  • In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.


How to Apply:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.


Click Here


Deadline: 8th October 2023


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Date Posted 2023-09-30
Valid Through 2023-10-08
Employment Type FULL_TIME
Hiring Organization MTN Uganda Limited
Job Location Arua, Arua, Arua, 0256, Uganda