Manager - Service Center Operations

Manage the delivery of excellent service to customers and ensure the efficient operation of all branches, Connect Stores and Touch Points in the assigned region in line with MTN Uganda’s vision of leading the delivery of a bold new digital world.

Education & Work Experience

• At least 5 years’ experience in a customer service and people management.
  

• Valid driving permit with a minimum of 2 years
  

• Champion and implement all Customer Experience projects / plans in the assign region
  
• Drive service excellence and sales activity in all service centres within the Sales Business unit
  
• Handle the resolution of escalated branch issues within the region
  
• Manage customer traffic into the branches in the region
  
• Manage third party employees assigned to branches in the region
  
• Coach, mentor and motivate branch staff in an effort in an effort to achieve assigned sales targets and maintain optimal employee service satisfaction levels within the region
  
• Ensure availability of stock for the teams in the region
  
• Responsible for overseeing all branch functions and overall customer experience
  
• Ensure logistics are available for the team deliver on their targets
  
• Conduct branch scheduled visits & spot checks in the region
  
• Liaisie with the Touch Point teams in ensuring service standards are maintained
  
• Prepare business reports (Weekly, monthly and quarterly)
  
• Support and drive all companywide business initiatives in the assigned region
  
• Support HR in conducting interviews for selection of staff in the Service Centre under the region