Organisation: MTN Uganda Limited
Duty Station: Arua, Uganda
Reports to: Manager – Service Center Operations
About US:
MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa. MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Key Duties and Responsibilities:
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
Qualifications, Skills and Experience:
The applicant must hold a Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
Four years of 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
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
Deadline: 8 th October 2023
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