Call Centre Facilitators
Call Centre Facilitators
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Job Description
Department: Workforce Development & Partnerships
Duration: 6 12 months (renewable based on performance and availability)
Level: MidLevel
About the Program
In partnership with the Mastercard foundation Brighter Monday Uganda is providing free soft skills training to youth aged 18 to 35. The training is targeting 70 females 10 People with Disabilities and 10 Displaced Persons. Our goal is to reduce youth unemployment and improve young people s livelihoods by empowering them with skills thereby bridging the gap between job seekers and employers as well as equipping them with skills to prepare them for entrepreneurship.
As a call center facilitator your role will focus on proactive engagement coordination and participant support:
Conduct structured outreach calls to program applicants and participants to provide information about available training and job opportunities.
Assess participant needs over the phone and guide them on next steps based on eligibility interest and readiness.
Support retention strategies by conducting scheduled followup calls with placed youth especially women and people with disabilities.
Collect qualitative and quantitative data from calls and input information accurately into digital tracking tools.
Resolve queries from youth participants professionally and escalate complex concerns to supervisors as needed.
Collaborate with workforce officers to ensure timely feedback is provided to employers trainers and field teams.
Contribute to improving call scripts and communication strategies based on recurring issues or suggestions gathered.
Language Proficiency Requirements
Due to the nationwide scope of the program strong communication in multiple languages is critical.
Fluency in English (spoken and written) is required.
Proficiency in at least two local or regional languages (e.g Luganda Runyankore Rukiga Lutooro Lusoga Lugisu Ateso Lango and Acholi) are highly preferred.
Ability to adjust tone pace and style to different caller backgrounds is essential.
Requirements
- 1 3 years of relevant experience in customer service call centres social services or outreach.
Strong interpersonal skills and the ability to build rapport with youth from diverse backgrounds over the phone.
Comfortable using online tools such as Google Sheets Zoom WhatsApp or CRM systems.
Demonstrated understanding of challenges faced by unemployed youth women and people with disabilities.
Brightermonday Uganda Soft Skills Training Certificate
Desirable Attributes
Empathy patience and cultural sensitivity.
Previous experience working in youth empowerment job readiness or education programs.
Selfmotivated and able to manage time efficiently while working remotely.
Bilingual or multilingual volunteers are strongly encouraged to apply.
Benefits
Gain handson experience in nationwide youth programming.
Strengthen communication and data collection skills in a professional impactdriven setting.
Employment Type
Full Time
