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.

Please Send your resume/CV