Exciting Career Opportunity at the Rwanda Social Security Board (RSSB) - Senior Call Centre Agent

Are you ready to embark on a transformational journey? We are seeking a dynamic and forward-thinking leader to join us as the Senior Call Centre Agent. If you thrive in dynamic environments and are committed to innovation and transformation, this is the opportunity for you!

This role offers a unique opportunity to be at the forefront of developing and administering market analysis. Your expertise will be pivotal in ensuring that RSSB provides a compliant brand management that enhances employee satisfaction and well-being while supporting the overall organisational culture and goals.

If you have what it takes to work closely with a dynamic team and you are passionate about being part of a mission-driven organisation that prioritises the well-being of millions of individuals, then we are looking for you. In this pivotal role, you will directly contribute to transforming the organisation, towards providing socio-economic well-being, long-term stability, and prosperity for Rwandans.

Reporting to the Manager, Call Centre, the Senior Call Centre Agent will be responsible for Managing call centre services, participating in the development and implementation of strategies useful to improve call centre service and establishing its objectives

About RSSB

The Rwanda Social Security Board (RSSB) has the mandate to manage and promote social security in Rwanda. RSSB's vision is to provide a comprehensive social security system that caters to the diverse social security needs of the population, RSSB plays an important role in realising Vision 2050 and the National Strategy for Transformation (NSTI). RSSB manages six social security schemes, namely: Pension, Occupational Hazards, Medical scheme, CBHI, Maternity Leave Benefits and EjoHeza (Long-term Term Saving Scheme).

As a leading player in the financial sector, RSSB serves as the largest institutional investor in Rwanda. With assets under management amounting to 3 trillion Rwf, which is equivalent to over 15% of the country's GDP, RSSB invests in key sectors of the economy and plays a crucial role in growing the country's financial sector.
With approximately 12 million members in the above six schemes, encompassing over 90% of Rwanda's population, RSSB is at the forefront of securing the health and financial well-being of Rwandans.

To achieve its important mandate, RSSB is embarking on a transformative journey, aiming to become a modern, data-driven, and high-performing institution. As part of this ambitious initiative, we are seeking highly motivated individuals who are results-oriented and uphold the highest standards of professionalism and integrity. By joining RSSB, you will have the opportunity to actively contribute to the advancement of social security and overall transformation of Rwanda.
If you are passionate about making a meaningful impact, ready to embrace innovation and change, and eager

Key Duties and Responsibilities

1. Create a task list for the call centre's daily activities and ensure they are achieved
2. Ensure the resources are used to produce optimal results
3. Track the performance of the call centre and regularly provide feedback
4. Collect data and statistics at regular intervals (weekly, monthly, annually, ete) and analyse them to improve performance
5. Review the performance of staff, identify training needs, and provide training to call centre agents in order to maintain high customer service standards
6. Assess performances with metrics like calls left waiting, calls missed, etc
7. Ensure that all employees adhere to the policies and regulations
8. Manage staff under his or her Supervision
9. Participate in the preparation of strategic and business plans, related budgets and ensure their implementation
10. Develop and disseminate a performance contract to his/her subordinates
11. Prepare performance reports and report any issues to the management
12. Build relationships with staff and customers
13. Create a welcoming and motivating environment for employees
14. Perform any other duties related to call centre management as may be assigned from time to time

Key Qualifications and Experience

The successful candidate must have at least:

• Master's' Degree in Business administration, Marketing, or any relevant field with at least 3 years' relevant experience.

OR

• Bachelors' Degree Business Administration, Marketing, or any other related field with at least 5 years' relevant experience.
• Candidate should have at least 4+ years of supervisory experience leading call centre teams and driving customer support performance initiatives.

Key competencies

Technical Competencies:

• Knowledge in customer care services
• Call centre Management skills
• Communication skills
• Stakeholder engagement skills
• Presentation skills
• Innovation
• Familiar with the use of different social media platforms

Behavioral Competencies:

• Must demonstrate impeccable customer service focus, strategic thinking, and strong ethical background with an ability to resist and zero tolerance for corrupt, political and other undesirable influences;
• Must be able to establish and maintain constructive and effective relationships with key stakeholders and staff alike;
• Must be open to change and adapt established methods for new uses within the institution;

Additional Information:

RSSB reserves the right to appoint or to issue an employment contract to the successful candidate. We encourage young people and all qualified applicants to apply.

Please note that RSSB retains the right to shortlist only candidates who best meet the qualifications and requirements for the role.
Interested candidates are advised to submit applications online by Friday 17, October 2025- Application link: https://tally.so/r/nWy4bJ

In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees. Also, attach copies of your academic and professional qualifications.
Any form of canvassing will lead to automatic disqualification.
Only short-listed applicants will be contacted.