Job Title: Call Centre Supervisor
Organisation: Kijani Forestry
Duty Station: Gulu, Uganda
About Organisation:
Kijani Forestry is a pioneering organization committed to sustainable forestry and environmental conservation. By integrating cutting-edge technology with ecological expertise, we aim to revolutionize the forestry industry and promote a greener future. Our team is passionate about leveraging innovation and combining on the ground practical application with state-of-the-art technology to make a tangible impact on the environment and the communities that we work with.
Job Summary: 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.
Note: The Call Centre is a stakeholder-facing function — farmer responsiveness, complaints handling, district engagement, and reputation management.
Key Duties and Responsibilities:
Build & Lead the Call Centre Function
- Create SOPs, scripts, workflows, and quality standards.
- Train, supervise, and coach call centre agents.
- Monitor call quality and performance.
- Build a positive team culture focused on customer satisfaction and performance excellence.
- Provide feedback and ensure respective matters are well handled and closed out
- Ensure a proper two way information flow between the client, call centre and the respective function.
- Oversee call centre systems and improve efficiency
Farmer & Community Support
- Create SOPs, scripts, workflows, and quality standards.
- Train, supervise, and coach call centre agents.
- Monitor call quality and performance.
- Coordinate information flow and feedback
Partner, District & Customer Handling
- Manage inbound queries from district officials, partners, and general public.
- Maintain high professionalism in communication.
- Coordinate with Tebere on sensitive or political escalations.
Reporting & Insight
- Produce weekly and monthly call centre summary reports (volume, issues, hotspots).
- Identify trends such as repeated complaints or partner opportunities
- Feed structured insights into Data & Impact → to shape operational improvements.
Coordination & Escalation
- Maintain an escalation matrix with all organisational functions like Ops, Finance, Legal, Carbon/MRV, Restoration, Biochar, Data & Impact.
- Follow up until issues are resolved and feedback loops are closed.
Qualifications, Skills and Experience:
- Strong communicator and calm under pressure
- Natural manager-organizer
- Able to train, coach, and supervise call center staff
- Good data hygiene (recording calls, issues, outcomes)
- High integrity: sensitive information handled carefully
- Good judgement on when to escalate matters to the respective functions.
- Strong sense of confidentiality
- Fairness and impartiality when handling matters
- Technical Skills
- Basic Excel / Airtable
- Fluent in English + Acholi/Lang
- Strong customer service or call centre management
How to Apply:
Send CVs to [email protected]
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Level of Education: high school
Work Hours: 8
Experience in Months: no experience required