Chama cha Uzazi na Malezi Bora Tanzania (UMATI) established in 1959, is an autonomous voluntary National NGO originally incorporated under CAP 337 in 1973, established under the non-governmental organization Act No 24 of 2002 in 2019 with registration number 00NGO/R2/000231. UMATI is a full Member Association (MA) of the International Planned Parenthood Federation (IPPF) accredited in since 2015.

UMATI works in partnership with the Ministry of Health, Community Development, Gender, Women and Special Groups, and Regional Administration and Local Government (PORALG) with the goal of providing Sexual and Reproductive Health (SRH) education, information, and services in Tanzania. The association has a long leadership history in SRH Programs in Tanzania including pioneering in Family Planning (FP) services, SRHR programs for young people, integrated Clinics, and Community-based service delivery approaches.

UMATI wishes to recruit a qualified and experienced candidate to fill in the following vacant positions;

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.

Responsibilities or duties:

• 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 or requirements (e.g., education, skills):

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

Experience needed:

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 Dar es Salaam
• Experience in Telesales is an added advantage

• 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

• 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

• 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 Dar es Salaam
• Experience in Telesales is an added advantage