One Acre Fund Client Experience Senior Coordinator Jobs in Zambia

One Acre Fund Client Experience Senior Coordinator Jobs in Zambia;From Kabwe hub, One Acre Fund runs a specialised climate‑smart input and agroforestry programme addressing irregular rainfall and soil degradation. Partnering with local tree nurseries, the programme distributes agroforestry trees to enrich soils and build resilience. Supported by a structured frontline team across Central and Southern Provinces, rigorous data frameworks measure impact on yields, assets and food security. The Senior Coordinator will lead contact centre operations to ensure every farmer receives responsive, supportive service.

Key Responsibilities

Contact Centre Operations & Management

  • Oversee daily inbound/outbound operations; maintain service quality and KPIs.

  • Manage workflows, agent scheduling, capacity planning and queues.

  • Develop and maintain SOPs for all functions.

    Customer Experience (CX)

  • Elevate CX through call monitoring, shadowing and QA reviews.

  • Analyse feedback and data to identify trends and service improvements.

  • Manage SMS/external communication campaigns for farmer‑centred engagement.

    Client Protection & Compliance

  • Oversee seasonal Client Protection surveys; ensure completion targets.

  • Conduct quality checks on survey data; monitor CP issues and risks.

  • Execute corrective action plans promptly.

    Team Leadership & Coaching

  • Supervise and mentor Contact Centre Agents.

  • Conduct performance reviews, SLA monitoring and targeted coaching.

  • Lead onboarding, training and continuous skills development.

    Career Growth & Development

  • Weekly check‑ins, mentorship, training programmes and biannual career reviews.

  • Opportunities to shape a growing organisation and build a long‑term career.

    Languages

    Fluency in English required.

    How to apply

  • For more information and job application details, see; One Acre Fund Client Experience Senior Coordinator Jobs in Zambia

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