Call Center Manager

Role Purpose

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: scripts, workflows, training,
reporting, and escalation pathways — ensuring calls are
handled quickly, accurately, and professionally.

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Monitor call quality and performance.

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Coordinate information flow and feedback

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Manage inbound queries from district officials, partners, and general
public.

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Maintain high professionalism in communication.

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Coordinate with Tebere on sensitive or political escalations.

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Produce weekly and monthly
call centre summary
reports (volume, issues,
hotspots).

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Identify trends such as repeated complaints or partner opportunities

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Feed structured insights into Data & Impact → to shape
operational improvements.

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Maintain an escalation matrix
with all organisational functions like Ops, Finance, Legal, Carbon/MRV, Restoration, Biochar,
Data & Impact.

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Follow up until issues
are resolved and feedback loops are closed.