Associate Field Manager - Call Center (Fixed Term)

About the role

As Team Lead for the Kitui LLS Project, you will lead the call center team that carries out outbound follow-up with recipients by phone and through in-person field visits across Kitui County. You will own the team's performance against its KPIs, keep call and field-visit quality high, and make sure every recipient is heard, respected and supported. The role is based in Kitui, with regular field visits for monitoring, coaching and follow-up.

Key responsibilities

• Performance management: weekly 1:1 check-ins with agents, weekly team huddles, and ownership of team KPIs such as Agent Utilization, Speed of Cash and Positive Recipient Experience
• Quality assurance: review at least 4 recorded or side-by-side calls per agent per week, score field visits, identify quality gaps and run targeted coaching
• People management: coaching each agent at least 30 minutes per week, onboarding new agents, managing attendance and leave, and supporting agent wellbeing
• Escalations: handle escalated cases, decide when a case needs an in-person visit, and track cases moved from phone follow-up to field visit
• Reporting: plan weekly rosters, generate real-time performance reports in Salesforce, Call Center Studio and Tableau dashboards, and keep QA logs, coaching logs and case escalations up to date
• Training and stakeholder relations: run refresher trainings, host donors and partners at field sites, and build working relationships with internal and external teams

Required profile

• Bachelor's degree in social sciences, development studies, community development, public health or a related field
• At least 3 years of experience in a call center or customer support environment, including at least 1 year leading, supervising or coaching a team
• Experience in call center work and quality assurance, including scoring calls against a rubric
• Nonprofit, humanitarian or development experience, or in-person field follow-up, is an added advantage
• Willingness to travel regularly to field sites

Required skills

• Excellent interpersonal, coaching and conflict-management skills
• Sound judgment on when to escalate a case from phone to field
• Added advantage: knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging and AI Assistant tools