Contenu de l’offre

Missions principales

Sous l’autorité de One Acre Fund en Zambie, basé à Kabwe, le coordinateur senior de l’expérience client pilote les opérations quotidiennes des centres d’appels entrants et sortants. Il garantit la qualité de service, le respect des SLA, la planification des effectifs, la gestion des files d’attente et l’élaboration ainsi que la maintenance des procédures opératoires normalisées (SOP). Il conduit la stratégie d’expérience client (CX), le suivi des appels, les revues d’assurance qualité et l’analyse des retours et données de suivi-évaluation afin d’identifier les tendances et les axes d’amélioration. Il gère aussi les campagnes SMS et les communications externes centrées sur les agriculteurs. En matière de protection des clients, il supervise les enquêtes saisonnières, contrôle la qualité des données, suit les incidents, gère les escalades de risques et exécute les plans d’action corrective. Enfin, il encadre, forme et accompagne les agents entrants et sortants, avec évaluations, points individuels, suivi des SLA et coaching ciblé.

Profil recherche

Le poste exige une expérience avérée de gestion ou supervision d’équipes de centre d’appels entrants et sortants. Le candidat doit avoir formé des équipes, conçu des programmes de formation et maîtrisé la planification des effectifs, la programmation, le recrutement et la mise en œuvre de SOP. Il doit avoir fait ses preuves dans le pilotage de stratégies d’expérience client, la gestion de plateformes SMS et communications externes et l’innovation des processus. Une solide connaissance des politiques de protection des clients, de prévention de la fraude et de protection des données est requise. La maîtrise de Google Workspace (Sheets, Docs, Slides), Excel, logiciels de centre d’appels (Zendesk, PBX, IVR) et plateformes SMS est nécessaire. Un diplôme de licence en communication, vente, marketing ou domaine connexe est demandé. Le rôle est ouvert aux citoyens zambiens ou résidents permanents.

Conditions proposées

Contrat à durée déterminée d’un an, basé à Kabwe, en Zambie, avec prise de poste dès que possible. La rémunération n’est pas précisée. Les avantages incluent l’assurance santé et les congés payés. L’organisation propose des points hebdomadaires avec le manager, du mentorat, des formations, des retours réguliers et des revues de carrière semestrielles. One Acre Fund applique l’égalité des chances et promeut diversité, équité, inclusion et antiracisme. La date limite de candidature est le 23 décembre 2026 ; les recrutements se font au fil de l’eau jusqu’à pourvoir le poste. One Acre Fund ne demande aucun paiement aux candidats et les communications officielles proviennent d’adresses @oneacrefund.org.

Annonce complète dans sa langue d’origine

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.

Voir la page de candidature de l’organisation

Coordinateur senior de l'expérience client – Zambie (CDD)

Informations clés

À propos de l’organisation

One Acre Fund