Zambia Client Experience Senior Coordinator (Fixed-term)

• Establish and lead day-to-day operations for inbound and outbound contact centre teams whilst driving overall Customer Experience strategies across Zambia's climate-smart agricultural programme
• Manage staffing, training, and performance management to ensure contact centre teams meet service quality standards and key performance indicators
• Develop and implement robust Standard Operating Procedures and SMS engagement campaigns that prioritise client protection compliance
• Drive data-informed improvements to farmer communications and support services across Central and Southern Provinces
• Oversee KPI tracking and performance monitoring to deliver responsive, high-quality service to smallholder farmers

─────────────────────────────────────

This summary is automatically generated for quick reference. For the complete and authoritative job description, please view the original posting.