MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following Position;
Reports to: Manager – Service Center Operations

Core Purpose of the 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

MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises. Female applicants are strongly encouraged to apply.