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)
2. Leadership & Team Management
3Learner Experience & Safeguarding
4. Data, Reporting & Performance Analytics
6. Cross‑Functional Coordination
Required Skills & Experience
Core Competencies
What We Offer
Founded in 1965 in Sweden, EF (Education First) is a global association of education companies that shares a common mission of opening the world through education, offering language, academic, cultural exchange and education travel programs.
Some companies are in the business of technology. Others are in the business of finance, sports, or soft drinks. At EF, we’re in a different kind of business. One that’s a little less tangible, and a lot more important. We’re in the business of understanding.
For 60 years we’ve been the leader in international educational programs and culturally rich travel experiences with the power to change how people think, feel and act. The programs we deliver open the world to students and travelers in ways that challenge biases, overcome barriers, and pave the way for a more understanding world. You’ll find us working across more than 50 countries, with offices in some of the world’s greatest cities—each one filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it—building greater understanding, breaking down barriers, and creating a better world that makes all the difference.
A notice on recruitment scams
Education First (EF) accepts job applicant applications, reviews resumes and will contact you directly if there is an interest in your resume. Only submit your resume through our official website, careers.ef.com. We never ask our applicants to pay a fee for any service whatsoever.
