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

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.