Chama cha Uzazi na Malezi Bora Tanzania (UMATI), one of the country’s leading non-governmental organizations in sexual and reproductive health, has announced an opportunity for two qualified individuals to join its team as Call Centre Agents. Based in Dar es Salaam, this role is ideal for passionate individuals who are committed to making a difference in communities through information sharing, counselling, and client support services.
About UMATI
Established in 1959, UMATI has grown into a prominent national NGO dedicated to promoting Sexual and Reproductive Health and Rights (SRHR) across Tanzania. The organization is a full member of the International Planned Parenthood Federation (IPPF) and works closely with the Ministry of Health and other key stakeholders to deliver impactful programs. Over the years, UMATI has played a pioneering role in family planning services, youth-focused SRHR initiatives, and community-based health interventions.
Position Details
- Job Title: Call Centre Agents (2 Posts)
- Location: Dar es Salaam
- Reporting to: National Youth Coordinator
- Job Type: Volunteer-based (with subsistence allowance)
- Application Deadline: 7th May 2026
Job Purpose
The Call Centre Agents will serve as the frontline contact for clients seeking information and support on sensitive issues such as sexual and reproductive health and gender-based violence. Working closely with the IT Officer and National Youth Coordinator, successful candidates will ensure that all client inquiries are handled professionally, confidentially, and efficiently.
This role requires individuals who are empathetic, attentive, and capable of delivering accurate information while maintaining high standards of client care.
Key Responsibilities
Successful candidates will be expected to:
- Respond promptly to incoming client calls and inquiries
- Provide counselling and accurate information on SRHR-related issues
- Manage and resolve client complaints effectively
- Escalate complex cases to supervisors or relevant service providers
- Document all interactions using CRM systems in line with procedures
- Route calls to appropriate departments or resources
- Track and report trends in client inquiries and concerns
- Prepare and submit daily call reports
- Conduct follow-ups with clients when necessary
Qualifications and Experience
Applicants should meet the following requirements:
- Minimum of a Diploma in Public Health, Nursing, Clinical Medicine, Gender Studies, Community Development, Social Studies, or related fields
- At least one year of relevant experience
- Must be a resident of Dar es Salaam
- Experience in telesales or call centre operations is an added advantage
Required Skills and Competencies
UMATI is looking for candidates who demonstrate:
- Fluency in Swahili and English
- Strong interpersonal and communication skills
- Excellent listening and problem-solving abilities
- Ability to work in shifts and adapt to a dynamic environment
- Good data entry and documentation skills
- A client-focused and service-oriented mindset
- Teamwork, flexibility, and willingness to learn quickly
Why Join UMATI?
Although this is a volunteer-based role, it offers a unique opportunity to gain hands-on experience in public health communication and client service. Successful candidates will contribute directly to improving lives by providing vital health information and support to communities across Tanzania. The position also provides exposure to professional systems such as CRM tools and engagement with experienced health professionals.
Application Process
Interested applicants are encouraged to submit:
- An application letter clearly stating the position applied for
- A detailed CV
Both documents should be combined into one PDF file and sent via email to: applications@umati.or.tz
- Subject line: Call Centre Agent Application
- Deadline: 7th May 2026
Only shortlisted candidates will be contacted.
Equal Opportunity Statement
UMATI is an equal opportunity employer. Applications from women and persons with disabilities are strongly encouraged. This opportunity is ideal for individuals eager to support community health initiatives while building practical experience in communication and client engagement within Tanzania’s health sector.
