Community Service Assistant – Call Desk Job Opportunity at Evidence Action

Community Service Assistant – Call Desk Job Opportunity at Evidence Action

Location: Jinja, Uganda
Industry: NGO, Community Development, Administration
Application Deadline: 6th July 2025
Employment Type: Full-time

Are you passionate about community empowerment, rural health interventions, and impactful communication? If yes, then this could be the opportunity for you! Evidence Action, a global non-profit organization renowned for delivering data-driven solutions that transform lives, is seeking to recruit a Community Service Assistant – Call Desk. This exciting opportunity is based in Jinja, Uganda.

This full-time position offers a chance to be part of a mission-driven team dedicated to safe water access through innovative interventions such as Dispensers for Safe Water and In-Line Chlorination (ILC). It is ideal for individuals looking for NGO jobs in Uganda, especially those focused on community engagement, health promotion, and call center support.

About Evidence Action

Evidence Action is an international NGO that scales evidence-based programs to reduce the burden of poverty. With a presence in multiple countries, the organization uses research, innovation, and scale to ensure millions benefit from programs that have been proven to work. In Uganda, the focus is on Safe Water Now, among other initiatives aimed at improving public health in rural communities.

Position Overview

The Community Service Assistant – Call Desk is an office-based role reporting to the Lead Officer, Program Implementation (Promoter Engagement). The role acts as a vital link between Evidence Action and the community, ensuring seamless communication with community-elected promoters and leaders. This is a prime opportunity for those seeking call desk jobs in Uganda or administrative jobs with NGOs.

Key Duties and Responsibilities

• Conduct outbound calls and send SMS messages to community-elected promoters for feedback on dispenser/ILC device issues, chlorine refills, and water treatment concerns.

• Arrange appointments for field teams, community meetings, and training sessions.

• Maintain an organized database of promoter contacts and interaction logs.

• Track and log all communications and issues in the designated issue tracker.

• Organize hard-copy documents such as scripts, contacts, and call logs.

• Occasionally conduct in-person community sensitization sessions as assigned.

• Share weekly progress and reports with your supervisor.

• Escalate any technical issues with the toll-free system to supervisors promptly.

• Participate in organizational activities or any other duties as assigned.

Key Performance Indicators (KPIs)

To succeed in this role, the following performance benchmarks must be met:

• Daily Call Volume: Minimum of 60 calls per day and 300 calls per week.

• Quarterly High-Volume Periods:

  • 1st & 3rd month, 1st week: ≥ 30 calls/day and 400 SMS/day.

  • 1st & 3rd month, 2nd week: ≥ 40 calls/day and 200 SMS/day.

• Average Handle Time (AHT): 3–5 minutes per call.

• First Call Resolution (FCR): ≥ 80% of issues resolved during the first interaction.

• Quality Assurance Score: ≥ 90% based on tone, empathy, accuracy, and adherence.

• Adherence to Schedule: ≥ 95% of working time spent during scheduled hours.

• After-Call Work (ACW): ≤ 2 minutes per call.

• Attendance & Punctuality: ≥ 98% attendance with minimal delays.

Minimum Qualifications

• A Uganda Advanced Certificate of Education (UACE) or equivalent.

• 1–2 years’ experience in community outreach, call center support, or NGO environments.

• Additional certifications in community work, communication, office administration, or project management are an added advantage.

• Basic computer proficiency, especially with Microsoft Office (Word, Excel, Outlook).

• Excellent written and spoken English and fluency in at least one local language, such as Lugisu, Japadhola, Lusamia, Ateso, Swahili, Lunyole, Lugwere, Lulamogi, Lusoga, or Luganda.

Key Competencies and Attributes

• Exceptional communication and telephone handling skills.

• Accurate and efficient in data entry and call documentation.

• High level of personal discipline, integrity, and professionalism.

• Team player who embraces collaboration and supports team goals.

• Self-motivated, proactive, and eager to learn and grow.

• Adaptable and able to work under pressure to meet tight deadlines.

• Willingness to work beyond regular hours including weekends when needed.

• Passionate about working in and serving rural communities.

Working Conditions

• Work Hours: Monday to Friday, 8:00 am – 5:00 pm. Flexibility is required for extended hours and some weekend work.

• Location: The role is based in Jinja, making it ideal for candidates looking for Jinja jobs or Eastern Uganda NGO jobs.

Compensation and Benefits

• Medical Insurance – coverage for employee and eligible dependents.

• Retirement/Pension Savings Plan.

• Generous Paid Leave.

• Opportunities for employee engagement, training, and career development.

Important Note on Work Authorization

Evidence Action is unable to sponsor or transfer Ugandan work visas at this time. All applicants must be legally authorized to work in Uganda.

Equal Opportunity Employer

Evidence Action is an equal opportunity employer and values diversity at all levels. The organization does not discriminate based on race, religion, gender, disability, or other protected status.

How to Apply

To apply for this position:

1. Visit the Evidence Action Careers Page at
   https://apply.workable.com/evidence-action/improve

2. Click on “Community Services Assistant – Call Desk”

3. Submit your application online by Sunday, 6th July 2025

Explore More Opportunities

Looking for the latest NGO jobs in Uganda, administrative jobs, or call center jobs? Visit UgandaJobsNetwork.com – your go-to portal for verified and trending job opportunities across Uganda!