Job Title: Service Centre Manager (2)
About this Job:
Service Centre Manager (2 positions – Mbarara & Kampala)
Level 2(14)
The position reports to the Service Centre Operations Manager.
The main purpose of the job is:
To cultivate a high sales and service culture that ensures customer satisfaction by providing unrivaled quality customer service to all MTN customers, in keeping with the MTN Quality Seal (services, stock, store & staff).
To coordinate the delivery of excellent, efficient & accurate service through effective leadership and management of the Service Centre advisors.
Financial and stock management.
Prime responsibilities of the position:
Supervising a customer service team and providing efficient customer support.
Maintaining daily operations, planning, and support at the Service Centre.
Developing and implementing operational procedures and guidelines (PPPs).
Managing SLA’s and their related turnaround times.
Resolving problems regarding escalated issues.
Preparing, proposing, and managing operating budgets.
Conducting staff appraisals.
Mentor and coach the team of advisors to ensure that they achieve their full potential.
Liaise with related functions of the company to ensure stable and smooth operation of the Service Centre.
Ensuring active leadership of the brand values in dealings with customers and colleagues.
Recommend training and development interventions, and following through to resolution.
Maintain Quality Management by promoting the MTN Quality Seal (Services, Staff & Stock).
Develop motivational programs to keep morale and retention high.
Create and maintain an environment that encourages team development, embracing the principles of teamwork and self-improvement
Requirement:
The applicant must possess the following:
A Bachelor’s Degree in a business-related field.
A minimum of 1 year experience in a service oriented customer environment.
He/she must demonstrate skills in data technologies and sales.
More than one year’s driving experience using manual vehicles.
Ability to speak English and a second local language.
Other skills and attributes:
People management, financial and stock management skills.
Good interpersonal and problem solving skills.
Commitment to quality and high performance.
Resilience, self-motivation, and flexibility.
The ability to work under minimum supervision.
The ability to learn and unlearn.
How to apply:
Interested candidates should send their Job Applications, with detailed CVs, certified copies of academic certificates (originals are to be presented at the interview), and names and addresses of three referees, by post to: Recruitment Officer, MTN Uganda, P.O Box 24624, Kampala, by no later than Friday March 09, 2012. NB: Only successful candidates will be contacted. MTN Uganda is an equal opportunity Employer
