Call Centre Team Lead

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 professiona