Associate Field Manager - Call Center (Fixed Term Contract)

As Team Lead for the Magarini 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 Magarini Sub-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. You will coach and support agents, handle escalated and sensitive cases, decide when a case needs an in-person visit, and keep the team's reporting accurate and current. You will work closely with the Call Center Manager and field colleagues, and you are expected to model GiveDirectly's values and uphold its data integrity and ethical standards.

Responsibilities

Conduct weekly 1:1 check-ins with assigned agents; Lead weekly team huddles; Own team-level KPIs (Agent Utilization, Speed of Cash, Positive Recipient Experience, and any additional KPIs defined by the Call Center Manager); Manage Performance Improvement Plans (PIPs) end-to-end; Review a minimum of 4 recorded or side-by-side outbound calls per agent per week against the team's QA rubric; Periodically accompany agents on in-person field visits in Kitui; Score calls and field visits consistently and document QA feedback; Identify recurring quality gaps and design targeted coaching or refresher training; Calibrate QA scoring periodically with the Call Center Manager or peer Team Leads; Track QA score trends per agent; Conduct at least 30 minutes of coaching per agent per week; Support onboarding of new agents; Manage team attendance and leave planning; Identify and act on morale-building opportunities; Maintain healthy team dynamics through proactive conflict resolution; Recognize individual and team wins; Act as first point of support for agent wellbeing concerns; Support agents' growth conversations; Provide real-time floor support for outbound call queries; Handle escalated cases, including deciding whether a recipient needs an in-person visit; Track and follow through on cases handed off to field visits in Kitui; Host donors, partners, and leadership during Kitui field site visits; Build and maintain relationships with internal and external stakeholders; Plan and manage weekly rosters; Generate real-time performance reports using Salesforce, Call Center Studio, and Tableau dashboards; Keep trackers (QA logs, coaching logs, case escalations, attendance) accurate and current; Proactively flag systemic issues and recommend adjustments; Deliver monthly or quarterly refresher trainings; Document coaching sessions and PIPs in an auditable format

Requirements

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 of agents; Experience in call center work, quality assurance, including scoring calls against a rubric and giving performance feedback; Excellent interpersonal, coaching, and conflict-management skills; Sound judgment on when a case needs escalation; Willingness to travel regularly to field sites across Magarini Sub County/Kilifi County, including remote areas; Ability to maintain confidentiality on sensitive recipient cases; Genuine people-first instinct, able to balance metrics-driven management with team morale and wellbeing; Fluency in the Giriama language is a MUST

Nice to have

Experience in nonprofit, humanitarian, or development work, or with in-person field follow-up; Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI Assistant tools