Zambia Client Experience Senior Coordinator (Fixed-term)

About One Acre Fund

Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa's farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions. To learn more, please see our Why Work Here blog post.

In Zambia, from our hub in Kabwe, we run a specialised climate-smart input and agroforestry program to address challenges such as irregular rainfall and soil degradation. By partnering with local tree nursery operators, we raise and distribute agroforestry trees that enrich soils and build long-term financial resilience. Supported by a structured frontline field team across Central and Southern Provinces, we use rigorous, data-driven frameworks to measure our impact and ensure we drive meaningful improvements in farmer yields, asset accumulation, and food security.

About the Role

In this role, you will establish and lead day-to-day operations for both inbound and outbound contact centre teams, drive overall Customer Experience (CX) strategies, manage SMS and external communications engagement campaigns, implement robust SOPs, and promote client protection compliance as a Customer Service Champion. You will oversee staffing, training, performance management, and KPI tracking to ensure every farmer receives high-quality, responsive, and supportive service

Responsibilities

Contact Centre Operations & Management

• 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.

Drive Customer Experience (CX)

• 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.

Client Protection & Compliance

• Oversee the execution of seasonal Client Protection (CP) surveys to achieve target completion rates.
• Conduct regular quality checks on CP survey data to guarantee accuracy, completeness, and reliability.
• Monitor CP issues, manage risk escalations, and execute corrective action plans promptly.

Team Leadership & Coaching

• Directly supervise, mentor, and build capacity for inbound and outbound Contact Centre Agents.
• Conduct regular performance reviews, 1-on-1 check-ins, SLA monitoring, and targeted coaching to foster team growth.
• Lead agent onboarding, ongoing team training, and continuous skills development.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• 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.
• Proficiency in Google Workspace (Google Sheets, Docs, Slides), Excel, call centre software (Zendesk, PBX, IVR), and SMS platforms
• Bachelor's degree in communications, sales, marketing, or a related field.

Preferred Start Date

As soon as possible

Job Location

Kabwe, Zambia

Benefits

Health insurance, paid time off 

Contract Duration

1 year

Eligibility

This role is only open to citizens or permanent residents of Zambia.

Application Deadline

23 December 2026. Please note that we hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here ([email protected]), but do not send applications or application materials to this email address.

Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.