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Job Title:  Call Centre Executive (2 Fresher Jobs)

Organisation: African Youth Development Link (AYDL)

Duty Station: Kampala, Uganda

Reports To: Program Officer

About Organisation:

African Youth Development Link (AYDL) is the leading youth-focused not-for-profit Non-Governmental Organization (NGO) in Uganda on a mission to empower young people and youth to participate in governance and development decision-making processes at all levels. Established on 14th July 2009, AYDL advocates the implementation and reform of laws and policies for increased youth participation in leadership and democratic governance processes at local and national levels for progress and change in Uganda and beyond.

Additionally, AYDL coordinates the Youth Coalition on Electoral Democracy in Uganda (YCED), which has a membership of over 80 organizations spread across the country. The Coalition spearheads the National Youth Manifesto (NYM) initiative – an innovative framework for continuous advocacy and engagement on nationally agreed mutual policy and program priorities of youth to government and other actors during each five-year political term of office.

Job Summary:   The Call Centre Executives will provide high-quality support to program beneficiaries, partners, and stakeholders through effective communication and customer service. This role requires professionalism, problem-solving skills, and proficiency in managing call centre tools and technologies to ensure stakeholder satisfaction and program efficiency.

Key Duties and Responsibilities:

Call Management

• Respond promptly to inbound calls, providing accurate and clear information about AYDL’s programs and services.
• Handle complaints or queries, escalating issues to relevant departments when necessary.
• Conduct outbound calls to engage stakeholders, follow up on inquiries, or disseminate critical program information.

Stakeholder Support

• Serve as the first point of contact for program beneficiaries and stakeholders, ensuring timely resolution of their concerns.
• Facilitate communication between stakeholders and program teams to address specific needs or provide additional information.

Data Management

• Maintain comprehensive call logs, ensuring all interactions are recorded accurately and securely.
• Analyze call trends and feedback to generate actionable insights and recommendations for program improvement.

System Operations

• Utilize call centre software, customer relationship management (CRM) tools, and other relevant systems to manage call flow efficiently.
• Monitor and report key performance indicators (KPIs), such as call handling time, resolution rates, and stakeholder satisfaction levels.

Reporting and Feedback

• Prepare regular reports detailing call statistics, stakeholder feedback, and unresolved issues for review by management.
• Participate in team meetings to share insights and suggest enhancements to call centre operations.

Qualifications, Skills and Experience:

• Bachelor’s degree in Communications, Customer Service, Public Relations, or a related field.
• At least 2 years of experience in a call centre, customer service, or similar role, preferably in the NGO sector.
• Proficiency in call centre systems and CRM tools.
• Excellent verbal and written communication skills in English. Proficiency in additional local languages is an asset.

Skills and Competencies

• Strong problem-solving and conflict-resolution skills.
• Ability to manage high call volumes while maintaining attention to detail and quality.
• Good organizational skills and ability to work under pressure.
• Customer-focused mindset with a commitment to providing outstanding service.

Physical and Other Requirements

Availability to work flexible hours, including weekends, if required.

How to Apply:

Interested and qualified candidates should submit their application cover letter, CV, and academic credentials to recruitment@aydl.org. Please indicate the title of the position you are applying for (e.g. “Call Centre Executive”) in the subject line of the email.

Deadline: 7th February 2025

NB: AYDL is an equal opportunity employer. Women, youth and individuals from underrepresented groups are highly encouraged to apply. Join us today and make a difference!

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