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 delivering a comprehensive, free soft skills training initiative designed for youth aged 18 to 35 across the country.
• The program specifically targets 70% female participation, 10% representation from People with Disabilities, and 10% from Displaced Persons, ensuring inclusive and equitable access to skill-building opportunities.
• Our primary goal is to significantly reduce youth unemployment and enhance livelihood outcomes by empowering young people with essential workplace and entrepreneurial skills, thus bridging the critical gap between job seekers and employers.

Language Proficiency Requirements

• Given the nationwide scope of the program, strong multilingual communication skills are critical to reaching diverse populations effectively.
• Fluency in English, both spoken and written, is required for professional documentation, reporting, and cross-team collaboration.
• Proficiency in at least two local or regional languages, such as Luganda, Runyankore, Rukiga, Lutooro, Lusoga, Lugisu, Ateso, Lango, or Acholi, is highly preferred to connect authentically with participants.
• The ability to adjust tone, pace, and communication style to suit different caller backgrounds and sensitivities is essential for building trust and rapport.

Requirements

• One to three years of relevant experience in customer service, call centers, social services, or community outreach roles.
• Strong interpersonal skills and a proven ability to build rapport with youth from diverse socioeconomic and cultural backgrounds over the phone.
• Comfort and proficiency using online tools such as Google Sheets, Zoom, WhatsApp, or CRM systems for data entry and communication.
• Demonstrated understanding of the unique challenges faced by unemployed youth, women, and people with disabilities in accessing employment and training opportunities.
• Completion of the Brighter Monday Uganda Soft Skills Training Certificate is required.

Desirable Attributes

• Empathy, patience, and cultural sensitivity when interacting with participants from varied life experiences.
• Previous experience working in youth empowerment, job readiness programs, or educational initiatives is a strong advantage.
• Self-motivated with the ability to manage time efficiently while working remotely in a structured, results-oriented environment.
• Bilingual or multilingual candidates are strongly encouraged to apply, as this enhances program reach and participant engagement.

Benefits

• Gain hands-on, impactful experience in nationwide youth programming that directly contributes to reducing unemployment and improving livelihoods.
• Strengthen your professional communication, data collection, and case management skills within a mission-driven, supportive team environment.