Call Centre Supervisor

To establish and manage a professional call centre that handles inbound and outbound communication with farmers, district authorities, partners, and customers. The role builds the function end-to-end — including scripts, workflows, training, reporting, technology setup, and escalation pathways — ensuring that all calls are handled quickly, accurately, and professionally.

A. Build & Lead the Call Centre Function

• Develop and maintain SOPs, scripts, workflows, and quality standards.
  

• Train, supervise, and coach call centre agents.
  

• Monitor call quality, agent performance, and service standards.
  

• Build a positive, high-performance team culture focused on customer satisfaction.
  

• Provide timely feedback to agents and ensure issues are resolved and closed.
  

• Maintain strong two-way communication between the call centre, clients, and internal teams.
  

• Oversee call centre systems, tools, and processes; improve efficiency and service delivery.
  

B. Farmer & Community Support

• Develop tailored communication workflows for farmer-related queries.
  

• Train agents handling farmer and community calls.
  

• Monitor quality of farmer communication and insights gathered.
  

• Ensure timely information flow between call centre and field operations.
  

C. Partner, District & Customer Handling

• Manage inbound calls from district officials, partners, and general public.
  

• Maintain professionalism, accuracy, and sensitivity in all communication.
  

• Coordinate with Tebere on political, sensitive, or high-risk escalations.
  

D. Reporting & Insight

• Produce weekly and monthly call centre performance reports (call volume, issue categories, hotspots).
  

• Identify patterns such as recurring complaints or partnership opportunities.
  

• Provide structured insights to the Data & Impact team to support operational improvements.
  

E. Coordination & Escalation

• Maintain an escalation matrix for all organisational functions (Ops, Finance, Legal, Carbon/MRV, Restoration, Biochar, Data & Impact).
  

• Track escalated issues to full resolution; ensure complete feedback loops.
  

• Document and follow up on all cases in a timely manner.
  

Minimum Qualifications

• Bachelor’s degree in Communications, Business Administration, Customer Service, Social Sciences, or a related field.
  

• 3–5 years of experience in customer service, call centre operations, or community engagement.
  

• Experience supervising or coaching customer service or call centre staff.
  

• Strong communication skills in English and Acholi/Langi (or other relevant local languages).
  

• Strong writing, record-keeping, and reporting skills.
  

Preferred Experience

• Experience setting up or scaling a call centre or customer support function.
  

• Background working with farmers, community groups, or field operations.
  

• Experience managing escalations, stakeholder communication, or sensitive cases.
  

• Familiarity with Airtable, CRM systems, call management tools, or contact centre technologies.
  

• Experience working in NGOs, agriculture, forestry, or fast-paced operational environments.
  

Key Competencies

• Calm, clear communicator who manages pressure well.
  

• Fluent in English and Acholi or Langi
  

• Strong organisational and leadership skills.
  

• High integrity and confidentiality, especially with sensitive information.
  

• Excellent judgement in handling escalations.
  

• Strong commitment to fairness, accuracy, and professionalism.
  

• Good data hygiene and attention to detail.