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 Arua(Service Center Manager)

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



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.


  • 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

 Female applicants are strongly encouraged to apply.

In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.