Call Centre Representative

Support the development and maintenance of call centre SOPs, scripts, workflows, and quality standards.

Assist in training, supervising, and coaching call centre agents to ensure consistent service quality.

Monitor call quality, agent performance, and adherence to service standards.

Support the development of a positive, high-performance team culture focused on customer satisfaction.

Provide timely feedback to agents and ensure issues are properly addressed and closed.

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

Support the effective use of call centre systems, tools, and processes, and contribute to efficiency and service improvements.

Support the development of tailored communication workflows for farmer and community-related queries.

Assist in training agents handling farmer and community calls.

Monitor the quality and clarity of communication with farmers and communities.

Capture and organise insights and feedback from farmer interactions.

Ensure timely information flow between the call centre and field operations teams.

Support the handling of inbound calls from district officials, partners, and the general public.

Maintain professionalism, accuracy, and sensitivity in all communications.

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

Ensure appropriate documentation and follow-up on sensitive cases.

Support the preparation of weekly and monthly call centre performance reports, including:

Assist in identifying trends, patterns, and opportunities (e.g. recurring complaints, partnership opportunities).

Share structured insights with the Data & Impact team to support operational improvements.

Maintain and apply the escalation matrix across organisational functions (Operations, Finance, Legal, Carbon/MRV, Restoration, Biochar, Data & Impact).

Track escalated issues through to full resolution.

Ensure feedback is provided back to callers and relevant internal teams.

Maintain accurate records and documentation for all cases.

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

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

Experience supervising, supporting, or coaching customer service or call centre staff.

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

Strong writing, record-keeping, and reporting skills.

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

Experience working with farmers, community groups, or field-based operations.

Experience handling 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.

Calm, clear communicator who performs well under pressure.

Fluent in English and Acholi or Langi.

Strong organizational and coordination skills.

Demonstrated integrity and confidentiality, especially when handling sensitive information.

Sound judgement in managing escalations and sensitive cases.

Strong commitment to fairness, accuracy, and professionalism.

High attention to detail and good data hygiene.