Supervisor – Connect Store

Reports to: Manager – Service Center Operations

Key Duties and Responsibilities:

• • Drive and ensure effective implementation of Customer Experience plans/ projects in the branch
  • Drive and effectively run daily debrief sessions
  • Ensure target achievement of all sales teams & NPS in the branch / store
  • Efficiently manage assigned store / branch and ensure complaints, problems and requests are resolved per agreed timelines
  • Prepare weekly stock monitoring sheets
  • Prepare weekly reports (CLF, Inventory, Sales, Performance Management)
  • Drive and support all companywide business initiatives in the assigned branch / store
  • Plan workloads and rota for the team
  • Ensure prompt settlement of branch bills by MTN where applicable
  • Coach to ensure right behaviours are lived for Closed Loop Feedback
  • Perform relevant duties that may be assigned by the SCOM / Regional Manager
  • Liaise with other stakeholders to achieve business objectives
  • Management of frontline staff & Third-Party agents in the branch
  • Manage wait time and transactional time in the branch per service level agreement
  • To manage relationships and nurture synergies with the supporting business units
  • Manage the Connect Store 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.

Qualifications, Skills and Experience:

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

Experience:

• At least 4 years’ experience in a service environment
• 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

NB: 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 TO APPLY