Zambia Client Experience Senior Coordinator (Fixed-term)
Quick answer
One Acre Fund is hiring a senior coordinator for client experience in Kabwe, Zambia, with a fixed-term contract, to manage contact center operations and drive customer experience strategies.
- Role
- Zambia Client Experience Senior Coordinator (Fixed-term)
- Organization
- One Acre Fund
- Location
- Kabwe, Zambia
- Work setup
- On-site
- Level
- Senior
- Category
- Communications & Marketing
The role
The role involves establishing and leading day-to-day operations for contact center teams, driving customer experience strategies, managing SMS and external communications engagement campaigns, and overseeing client protection compliance.
What you'll do
- Oversee daily inbound and outbound call center operations to maintain service quality, achieve performance SLAs, and track operational KPIs
- Manage workflows, agent scheduling, capacity planning, and operational queues for the new center
- Develop, implement, and maintain Standard Operating Procedures (SOPs) for all contact center functions
- Elevate CX performance through regular call monitoring, call shadowing, and structured quality assurance reviews
- Analyze customer feedback and operational data to identify trends, pain points, and opportunities for service improvement
- Manage and optimize client SMS and external communication campaigns to deliver timely, farmer-centered engagement
What it takes
- Proven experience managing or supervising inbound and outbound contact center teams
- Hands-on training experience designing and conducting team training programs
- Solid background in workforce planning, scheduling, hiring, and implementing SOPs
- Track record of driving customer experience strategies, managing external comms/SMS platforms, and innovating processes
- Strong knowledge of client protection policies, fraud prevention, and data protection standards
- Bachelor's degree in communications, sales, marketing, or a related field
What you'll bring
How we treat you
Health insurance, paid time off
Frequently asked questions
Where is the job located?
The job is located in Kabwe, Zambia.
What is the compensation?
The compensation is not specified.
What are the key qualifications required?
Key qualifications include proven experience managing or supervising contact center teams, hands-on training experience, solid background in workforce planning, and a track record of driving customer experience strategies.
How do I apply?
Apply here: https://grnh.se/ez38ikho1us
Is the job remote?
The job is in-office.
How to apply
Apply directly on One Acre Fund's site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on One Acre Fund's official posting before applying.
More Communications & Marketing roles
Meet people in Communications & Marketing
Upcoming conferences and workshops where people doing this kind of work get together.