Supervisor – Service Center – 2 Positions – Tororo and Soroti
Organization: MTN Uganda
Location: Tororo & Soroti, Uganda
Deadline: 8th September 2025
Key Requirement: Bachelor’s degree + 4 years’ experience in service environment, including 3 years managing teams.
About the Organization
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
- Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
- 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
How to Apply
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Contact & Deadline
Deadline: 8th September 2025
Monday, 1 September 2025
Customer Service
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