Zambia Client Experience Senior Coordinator (Fixed-term)

• Establish and lead day-to-day operations for inbound and outbound contact centre teams, driving Customer Experience strategies and client protection compliance across Zambia's climate-smart agriculture programme
• Manage contact centre workflows, agent scheduling, capacity planning, and operational queues whilst maintaining service quality and tracking performance KPIs against SLAs
• Develop, implement, and maintain comprehensive Standard Operating Procedures for all contact centre functions to ensure consistent, high-quality farmer engagement
• Analyse customer feedback and operational data to identify trends, pain points, and opportunities for service improvement, optimising SMS and external communication campaigns
• Oversee Client Protection survey execution, conduct quality assurance reviews, and champion compliance frameworks to safeguard farmer interests and programme integrity

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