Full Time
Dar es Salaam
Posted 1 week ago

Website UMATI

Chama cha Uzazi na Malezi Bora Tanzania

Call Center Agents Job Vacancies at UMATI

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BACKGROUND

UMATI, established in 1959, a member of the International Planned Parenthood Federation (IPPF), is a leading non-profit Association providing Sexual and Reproductive Health and Rights (SRHR) Information and services in Tanzania. The Association has a long history of leadership in SRH programs in the country including pioneering in SRH and Family planning (FP) services, SRHR programs for young people, integrated clinics, and Community-based service delivery approaches. Accredited by IPPF In 2019 UMATI is governed by a well-established volunteer structure.

UMATI envisages a healthy Tanzanian society where all people, especially the young, exercise their rights to, and enjoy quality sexual and reproductive health, information, and services and have the confidence and capacities to make a meaningful contribution to sustainable livelihoods. To meet this vision, UMATI is dedicated to improving the quality of life of all people, particularly the young through its programs, targeting youth aged from 10 to 24 years.

UMATI believes in and advocates for the right to an informed choice for all and strives to ensure that the community has access to information and high-quality SRH services. With its national coverage, providing services in urban and rural communities, UMATI has a network of Clinics, Youth Centers, and a large number of about 500 Community-Based Service Providers (CHWs and PEs) and close working relationships with the Government, Development partners, NGOs, and the Communities.

As an Equal Opportunity Employer embracing the value of diversity in the workplace, UMATI wishes to recruit qualified and experienced candidates to fill the following vacant positions;

Job title: Call Centre Agents (2)
Reporting to: National Youth Coordinator
Location: Dar es salaam

Job Purpose:

Working closely with the IT Officer and National Youth Coordinator, the Call Centre Agents will have primary responsibility for operating the call centre by receiving and responding to inquiries regarding the issues they face, and services they demand that are related to Sexual and Reproductive Health, Gender-based violence, and the like. This position is volunteer-based and the organization will offer a subsistence allowance to candidates with the spirit of volunteerism.

Duties and Responsibilities:

- Answer incoming calls from clients
- Management and resolve client’s complaints
- Provide sexual reproductive health counselling and information to clients.
- Identify and escalate issues to supervisors or services providers
- Research, identify, and resolve client’s complaints using applicable software
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Preparation and sharing of the Daily reports from the CRM software.
- Follow up clients calls where necessary

Qualifications/Experience Requirements:

Minimum Diploma Level in public health (nursing, clinical management, etc.), Gender, community development, social studies, etc.
At least one (1) year of experience
Must be a resident of Temeke, Dar es Salaam
Experience in Telesales is an added advantage

Knowledge, Skills, and Abilities:

Must be fluent in Swahili and English.
Sharp Mind & Quick Learner
Flexible to Shift Work
Smart Team Worker
Clients Focus, clients Service,
Data Entry Skills,
Listening, Phone Skills, Verbal Communication,
Building Relationships, People Skills,
Interpersonal Understanding,
Problem Solving

APPLICATION INSTRUCTIONS:

Interested candidates should submit an application letter indicating the position applied for and a detailed CV in one PDF document.

Applications should be submitted by 19th May 2025 to the Executive Director through email applications@umati.or.tz

The position should be the subject of the email application. Kindly note that only shortlisted applicants will be contacted.

UMATI is an equal-opportunity employer. Women and people with disability are highly encouraged to apply.

See: How to Send Your CV to an Employer the Right Way