Call Centre Facilitators

Department: Workforce Development & Partnerships
Duration: 6–12 months (renewable based on performance and availability)
Level: Mid-Level

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 follow-up 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.
  

• Self-motivated and able to manage time efficiently while working remotely.
  

• Bilingual or multilingual volunteers are strongly encouraged to apply.
  

Benefits

• Gain hands-on experience in nationwide youth programming.
  

• Strengthen communication and data collection skills in a professional, impact-driven setting.