EF

Location: Kigali, Rwanda

Department: Operations

Reports To: Operations Director

Duration: 2 Years, fixed-term contract

About EF Education First

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new languages and things about the world and about themselves.

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 120 countries, all with one shared mission of opening the world through education.

About Efekta, EF Corporate Learning and our work in Rwanda

Efekta is an innovative AI Ed Tech company with the mission to make high-quality education universally available at large scale in public and private school systems, universities and global companies. EF Corporate Learning is the world’s first and largest corporate language training provider and a part of the Efekta Education Group.

In Rwanda, we focus on delivering high-impact, large-scale programs in close partnership with the Government of Rwanda and global funding partners. Our goal is to drive meaningful social change through language learning, empowering individuals, transforming systems and organizations, and strengthening entire sectors.

EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique.

The Opportunity

EF Rwanda is establishing a centralized Call Centre to support learners daily, drive program participation, provide technical and motivational support, ensure safeguarding and accountability, and serve as a hub for performance monitoring and rapid issue resolution.

The Call Centre Team Lead will manage a team of Student Advisors responsible for outbound and inbound calls with tens of thousands of learners across all districts in Rwanda. You will ensure high-quality support, efficient workflows, strong data integrity, and exceptional customer experience aligned with EF’s standards.

This role requires an organized, analytical, and people-centred individual who is comfortable working in a fast‑paced, high‑volume environment and may need to work extended hours during peak program periods.

Key Responsibilities

1. Call Centre Operations Management (Daily Execution)

• Lead day‑to‑day operations of EF’s Call Centre (inbound/outbound calls, WhatsApp Omni-channel, and ticketing system).
• Ensure service level targets (response time, resolution time, abandonment rate) are met.
• Develop and implement SOPs for call handling, escalation, and documentation.
• Monitor call quality and maintain professional communication standards.

2. Leadership & Team Management

• Supervise and train a team of 15 - 20 student advisors.
• Conduct regular performance reviews and coaching sessions.
• Develop training materials for new hires and refresher training.
• Build a strong team culture focused on empathy, accountability, and integrity.

3. Learner Experience & Safeguarding

• Ensure respectful, supportive, and sensitive communication with learners at all times.
• Uphold EF’s safeguarding policies; escalate safeguarding cases through the proper channels.
• Protect learner data and maintain strict confidentiality.
• Ensure escalation pathways are properly followed.

5. Data, Reporting & Performance Analytics

• Track KPIs, including
  • Call volume
  • Average handline time
  • Call back requests and completion
  • Escalation Rates
  • WhatsApp Omnichannel Messaging sessions
• Produce weekly and monthly reports for the Operations &Tech team
• Identify trends, performance gaps, and bottlenecks to drive operational improvements.

5. Systems & Process Improvement

• Oversee CRM/ticketing system management.
• Recommend process improvements to enhance efficiency and user experience.
• Coordinate with Tech and product teams for system upgrades.

6. Cross‑Functional Coordination

• Collaborate closely with EF’s Student Advisors, DETAs, Program Managers, Operations and Tech teams.
• Ensure escalated issues are resolved quickly and communicated effectively across teams.

Required Skills & Experience

• At least 4 years of experience in customer support, call centre operations, telecom, financial services, EdTech, or similar.
• Minimum 2 years’ experience leading a team (supervisor, team lead, or manager level).
• Experience working with CRM and ticketing tools (Salesforce preferred).
• A strong understanding of Rwanda’s education and telecom ecosystems is an advantage.
• Excellent communication skills in English and Kinyarwanda.
• Strong analytical and reporting skills (Excel, dashboards, KPIs).
• Experience in high‑volume, fast‑paced operations.
• Bachelor’s degree required.

Core Competencies

• Strong leadership and people management
• High emotional intelligence and empathy
• Data-driven decision-making
• Attention to detail and accuracy
• Problem-solving and critical thinking
• Ability to motivate and engage teachers
• Tech-savvy and comfortable with digital learning tools
• High integrity and confidentiality

What We Offer

• A mission-driven, diverse, and global work culture
• Competitive salary package
• Private health insurance (post-probation)
• Professional development and growth within EF
• Opportunity to contribute to a national, high-impact education transformation project