Associate Field Manager - Call Center (Kitui)

About the role

GiveDirectly is hiring an Associate Field Manager for its Kitui LLS Project as a fixed-term contract role. As Team Lead, you will run the call center team that follows 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.

Key responsibilities

• Performance management: weekly 1:1 check-ins with agents, weekly team huddles, ownership of team KPIs (Agent Utilization, Speed of Cash, Positive Recipient Experience), and full management of Performance Improvement Plans
• Quality assurance: review at least 4 recorded or side-by-side calls per agent per week, accompany agents on field visits, score calls and visits, identify quality gaps and run targeted coaching, and calibrate QA scoring with the Call Center Manager
• People management: at least 30 minutes of coaching per agent per week, onboarding of new agents, attendance and leave planning, morale building, conflict resolution and wellbeing support
• Escalations: handle escalated cases, decide when a case needs an in-person visit, track handoffs from phone to field, and coach agents during field visits
• 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
• Call center and quality assurance experience, 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 across Kitui County, including remote areas

Required skills

• Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau and bulk messaging is an added advantage
• Excellent interpersonal, coaching and conflict-management skills
• Confidentiality on sensitive recipient cases

The application is handled through the corporate staffing partner recruiting for GiveDirectly.