MTN Uganda Supervisor – Service Center (Service Center Manager) Jobs in Uganda

MTN Uganda Supervisor – Service Center (Service Center Manager) Jobs in Uganda

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

Reports to: Manager – Service Center Operations

Division: Sales and Distribution

No. of Vacancies: 1

Core Purpose of the job:

Main Job Functions:

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

Education:

Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.

Experience:

At least 4 years’ 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.

Training:

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

How to Apply

For more information and job application details, see; MTN Uganda Supervisor – Service Center (Service Center Manager) Jobs in Uganda

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