- Company: MTN Uganda Limited
- Location: Uganda
- State: Uganda
- Job type: Full-Time
- Job category: - IT/Telecom Jobs in UgandaMTN Jobs in Uganda
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.