Manager – Service Center Operations Jobs in Uganda 2026 – MTN Uganda

Key Duties and Responsibilities

• Champion and implement customer experience projects and initiatives within the assigned region.
• Drive service excellence across all MTN service centres and touch points.
• Ensure customers receive quality, timely, and professional services.
• Monitor customer satisfaction levels and implement improvement strategies.
• Handle escalated customer and branch-related issues.
• Maintain high customer service standards across all locations.

• Oversee daily operations of all service centres within the assigned region.
• Ensure efficient functioning of branches, Connect Stores, and customer touch points.
• Manage customer traffic flow and improve branch efficiency.
• Conduct scheduled branch visits and operational spot checks.
• Ensure compliance with MTN operational standards.
• Implement Enterprise Business Unit strategies within service centres.

• Drive sales activities across service centres in the region.
• Support teams in achieving assigned sales targets.
• Monitor branch performance and develop improvement plans.
• Support implementation of company-wide business initiatives.
• Ensure availability of products and stock required for sales activities.
• Coordinate resources needed to achieve business objectives.

• Manage third-party employees assigned to service centres.
• Coach, mentor, and motivate branch teams.
• Develop staff capabilities through continuous coaching and feedback.
• Conduct performance review discussions twice annually.
• Support HR during recruitment and selection of service centre staff.
• Promote teamwork, accountability, and employee engagement.

• Prepare weekly, monthly, and quarterly business performance reports.
• Track service centre performance indicators.
• Provide operational updates to management.
• Manage regional resources effectively.
• Ensure availability of logistics required for service delivery.

• Work closely with Touch Point teams to maintain service standards.
• Collaborate with internal departments to improve operations.
• Support regional business strategies.
• Build strong relationships with customers, employees, and stakeholders.

Minimum Qualifications

• Bachelor’s Degree in:
  • Business Administration
  • Social Sciences
  • Management
  • Customer Service
  • Any other relevant field

• Minimum 5 years’ experience in:
  • Customer service management
  • Retail operations
  • Sales management
  • People management
  • Branch operations
• Experience managing teams and customer-facing operations.
• Valid driving permit with at least 2 years’ driving experience.

Preferred Training & Certifications

• Introductory Project Management
• Report Writing
• Sales Management
• Customer Service Management
• Leadership and Team Development

Required Skills and Competencies

• Ability to lead and motivate teams.
• Coaching and mentoring abilities.
• People development skills.
• Performance management skills.
• Conflict management abilities.

• Strong customer-focused mindset.
• Service excellence orientation.
• Ability to resolve customer complaints.
• Understanding of customer journey management.

• Sales target management.
• Resource management.
• Branch operations management.
• Report writing skills.
• Planning and organisation skills.
• Ability to prioritise tasks.
• Performance monitoring.

• Integrity and professionalism.
• Accountability.
• Trustworthiness.
• Innovation mindset.
• Results-oriented approach.
• Ability to work under pressure.
• Strong communication skills.
• Presentation skills.
• Teamwork and collaboration.

General Working Conditions

• Valid driver’s licence.
• Ability to travel locally and regionally.
• Flexibility to work under pressure.
• Ability to meet tight deadlines.
• Commitment to MTN’s values and customer service standards.

Why Join MTN Uganda?

• Large-scale customer operations.
• Telecom industry innovation.
• Leadership development.
• Business transformation projects.
• Career growth opportunities.

Career Growth Opportunities

• Senior Manager – Customer Experience
• Regional Sales Manager
• Head of Retail Operations
• Customer Experience Director
• Sales & Distribution Manager
• Commercial Manager
• Business Operations Director

Who Should Apply?

• Telecom customer service operations
• Branch management
• Retail operations
• Sales management
• Customer experience management
• Regional operations management
• Team leadership
• Distribution management

Interview Preparation Tips

• Managing multiple service centres.
• Improving customer satisfaction.
• Handling escalated customer complaints.
• Achieving sales targets.
• Leading large teams.
• Managing third-party employees.
• Conducting branch performance reviews.
• Using reports to improve business performance.
• Implementing customer experience initiatives.
• Managing regional operations.

CV Tips for Manager – Service Center Operations Jobs

• Customer service management experience.
• Branch or retail operations leadership.
• Sales achievements.
• Team management experience.
• Customer experience improvement projects.
• Regional operations management.
• Performance reporting.
• Staff coaching and mentoring.
• Conflict resolution skills.
• Driving licence details.
• Leadership achievements.