DEADLINE: 31/12/2024

Supervisor – Service Center

Full-time

We are hiring a Supervisor – Service Center

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

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About MTN Uganda

Industry: Telecommunications

Location: Kampala, Uganda

TN Uganda Limited is a Ugandan telecommunications operator with the strategic intent of providing telecommunications and digital solutions for Uganda’s progress. Inspired by the belief that everyone deserves the benefits of a modern connected life, MTN has grown to a subscriber base of approximately 19 million customers.