Job Summary

The Manager – Service Center Operations at MTN Uganda will ensure exceptional customer service and operational efficiency across branches, Connect Stores, and Touch Points in the assigned region. Reporting to the Senior Manager - Service Center Operations, the role involves leading customer experience initiatives, managing staff, ensuring stock availability, and driving sales to align with MTN Uganda’s goal of delivering a bold new digital world.

Roles, Duties, and Responsibilities

Champion and implement customer experience projects and goals in the assigned region
Ensure all service centers in the Sales Business unit deliver excellent service and meet sales targets
Resolve escalated branch issues within the region
Manage customer flow in branches to enhance service delivery
Oversee third-party personnel assigned to branches
Coach, mentor, and motivate branch staff to achieve sales goals and maintain high service satisfaction
Ensure adequate stock levels for teams in the region
Oversee all branch operations and customer experience
Provide logistical support to meet team objectives
Conduct planned and surprise branch visits to ensure compliance and performance
Liaise with Touch Point teams to maintain service standards
Prepare weekly, monthly, and quarterly business reports
Support and lead company-wide business projects in the region
Assist HR with interviews for Service Center staff recruitment
Conduct semi-annual performance assessments with regional teams
Implement Enterprise Business Unit strategies in Service Centers

Qualifications, Education, and Competencies

Bachelor’s degree in Business Administration, Social Sciences, or a related discipline
Minimum of 5 years of experience in people management and customer service
Valid driver’s license for at least 2 years

Training

Basic Project Management
Report Writing
Customer Service and Sales

Behavioral Traits

Ability to manage oneself, work well with others, handle conflicts, and take responsibility
Energetic, proactive, results-oriented, and committed to continuous improvement
Strong interpersonal skills, including leadership, customer focus, collaboration, and coaching
High integrity, trustworthiness, and ethical conduct

Skills

Business acumen with a focus on goals, planning, and effective information exchange
Strong communication, presentation, and organizational commitment skills
Resource management and presentation skills