Associate Field Manager - Call Center (Fixed Term)

About the role

GiveDirectly is hiring an Associate Field Manager for its call center, on a fixed-term contract, based in Westlands, Kenya. The role covers performance management, quality assurance, agent support and reporting for a team of agents who work remotely and make in-person follow-up visits in Kitui County.

Key responsibilities

• Performance management: weekly 1:1 check-ins with agents, weekly team huddles, team-level KPIs (Agent Utilization, Speed of Cash, Positive Recipient Experience), and end-to-end management of Performance Improvement Plans
• Quality assurance: review at least 4 recorded or side-by-side outbound calls per agent per week, score calls and field visits, calibrate QA scoring with the Call Center Manager or Team Leads, and coach agents on quality gaps
• People management: weekly coaching per agent, onboarding of new agents, attendance and leave planning, morale building, conflict resolution and wellbeing support
• Agent support and escalations: real-time floor support, handling escalated cases and deciding when a recipient needs an in-person visit, tracking cases moved from phone to field, and hosting donors, partners and leadership at Kitui field sites
• Reporting and administration: weekly rosters, real-time performance reports in Salesforce, Call Center Studio and Tableau dashboards, QA and coaching logs, and monthly or quarterly refresher trainings

Required profile

• Bachelor's degree in social sciences, development studies, community development, public health or a related field
• At least 3 years in a call center or customer support environment, including at least 1 year leading, supervising or coaching a team
• Experience in call center work, quality assurance and performance feedback; nonprofit, humanitarian or development experience is an added advantage
• Willingness to travel regularly to field sites across Kitui County, including remote areas

Required skills

• Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging and AI Assistant tools is an added advantage
• Excellent interpersonal, coaching and conflict-management skills, sound judgment on escalation, strong organization and confidentiality