Client Experience Senior Coordinator (Fixed-term)

About the role

This role leads day‑to‑day operations of both inbound and outbound contact‑centre teams in Kabwe, Zambia. You will drive overall Customer Experience strategies, manage SMS and external communication campaigns, and ensure client‑protection compliance while delivering high‑quality service to smallholder farmers.

Key responsibilities

• Oversee daily inbound and outbound contact‑centre operations, ensuring service quality and SLA compliance.
• Develop, implement and maintain SOPs for all centre functions and manage agent scheduling, capacity planning and workflow queues.
• Drive customer‑experience improvements through call monitoring, quality‑assurance reviews and analysis of farmer feedback.
• Manage SMS and external communication campaigns to deliver timely, farmer‑centred messages.
• Lead client‑protection surveys, monitor data quality and handle risk escalations.
• Supervise, coach and develop inbound and outbound agents, conducting performance reviews and onboarding.

Required profile

• Proven experience managing inbound and outbound contact‑centre teams.
• Hands‑on experience designing and delivering team training programmes.
• Solid background in workforce planning, scheduling, hiring and SOP implementation.
• Bachelor’s degree in communications, sales, marketing or a related field.

Required skills

• Google Workspace (Sheets, Docs, Slides)
• Microsoft Excel
• Call‑centre software such as Zendesk, PBX and IVR
• SMS platform management

What we offer

• Health insurance
• Paid time off
• Access to mentorship, training programmes and regular career reviews