Call Center Manager
Job descriptions & requirements
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.
Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
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