Call Center Manager
Description
Role Purpose To establish and manage a professional call centre that handles inboundand outbound communicationwith farmers, district authorities, partners, and customers. The role buildsthe function end-to-end: scripts, workflows, training,reporting, and escalation pathways — ensuring calls arehandled quickly, accurately, and professionally. Key Responsibilities A. Build & Lead the Call Centre Function ● Create SOPs, scripts, workflows, and quality standards. ● Train, supervise, and coachcall centre agents. ● Monitor call quality and performance. ● Build a positive team culture focusedon customer satisfaction and performance excellence. ● Provide feedback and ensurerespective matters are well handledand closed out ● Ensure a proper two way information flow between the client, call centre and therespective function. ● Oversee call centre systemsand improve efficiency B. Farmer & Community Support ● Create SOPs, scripts, workflows, and quality standards. ● Train, supervise, and coachcall centre agents. ● Monitor call quality and performance. ● Coordinate information flow and feedback C. Partner, District & Customer Handling ● Manage inbound queries from district officials, partners, and generalpublic. ● Maintain high professionalism in communication. ● Coordinate with Tebere on sensitive or political escalations. D. Reporting & Insight ● Produce weekly and monthlycall centre summaryreports (volume, issues,hotspots). ● Identify trends such as repeated complaints or partner opportunities ● Feed structured insights into Data & Impact → to shapeoperational improvements. E. Coordination & Escalation ● Maintain an escalation matrixwith all organisational functions like Ops, Finance, Legal, Carbon/MRV, Restoration, Biochar,Data & Impact. ● Follow up until issuesare resolved and feedback loops are closed.
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