Associate Field Manager – Call Center (Magarini Project)

About the role

GiveDirectly is hiring an Associate Field Manager (Team Lead) for its Magarini LLS Project in Kilifi, Kenya. You will lead the call center team that follows up with recipients by phone and through in-person field visits across Magarini Sub-County, keeping call and field-visit quality high and owning the team's performance against its KPIs. The role is described as a contract position.

Key responsibilities

• 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
• Manage performance improvement plans end to end, and review at least 4 calls per agent per week against the QA rubric
• Accompany agents on field visits in Kitui to assess quality, score calls and visits, and coach agents on in-person follow-up
• Coach each agent at least 30 minutes per week, support onboarding, plan attendance and leave, and build team morale
• Handle escalated cases, decide when a recipient needs an in-person visit, and track cases moved from phone follow-up to field visit
• Host donors, partners and leadership at field site visits, and report on team progress and risks
• Plan weekly rosters, run weekly performance reports in Salesforce, Call Center Studio and Tableau dashboards, and keep QA, coaching and attendance trackers current
• Run monthly or quarterly refresher trainings and document coaching sessions and PIPs

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 scoring calls against a rubric
• Nonprofit, humanitarian or development experience, or in-person field follow-up, is an added advantage
• Fluency in the Giriama language is a must
• Willingness to travel regularly to field sites in Magarini Sub County/Kilifi County, including remote areas

Required skills

• Call center and quality assurance experience
• Added advantage: knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging and AI Assistant tools

The application is handled through the recruiting partner Corporate Staffing Services.