Supervisor – Service Center

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following Position;

Job Title: 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