Associate Field Manager – Call Center supervises call center operations and survey agents, requiring a Social Sciences/Development Bachelor’s and 3+ years call center/customer support experience (including 1+ year in a supervisory role). Contract role in Kilifi.
Job Summary
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:
Performance
Management
Conduct
weekly 1:1 check-ins with all assigned agents, reviewing performance against
team KPIs and, where relevant, in-person follow-up outcomes.
Lead
weekly team huddles covering performance trends, blockers, and updates
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, including documentation and
follow-through
Quality
Assurance
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 to assess the quality of
in-person follow-up and eligibility determination
Score
calls and field visits consistently, and document QA feedback in an auditable
format
Identify
recurring quality gaps and design targeted coaching or refresher training to
address them
Calibrate
QA scoring periodically with the Call Center Manager or peer Team Leads to
ensure consistency across teams
Track QA
score trends over time per agent and flag agents needing additional support
before performance drops significantly
People
Management
Conduct
at least 30 minutes of coaching per agent per week, grounded in specific call
or case examples, separate from performance review and focused on skill growth
Support
onboarding and integration of any new agents joining the team
Manage
team attendance and leave planning, ensuring adequate coverage across remote
and field days
Identify
and act on opportunities for morale-building (for example recognition, team
check-ins, and addressing burnout risk given the mix of remote and field
demands)
Maintain
healthy team dynamics through proactive conflict resolution
Recognize
and reinforce both individual and team wins, not just performance gaps
Act as
the first point of support for agent wellbeing concerns, escalating to the Call
Center Manager or People team where appropriate
Support
agents’ growth conversations, even where no formal progression path currently
exists, by identifying stretch opportunities within the role
Agent
Support & Escalations
Provide
real-time floor support for outbound call queries
Handle
escalated cases, including deciding whether a recipient needs an in-person
visit (for example unreachable recipients, disputed eligibility, or adverse
events)
Track and
follow through on any case handed off from phone-based follow-up to field visit
in Kitui
During
field visits, directly observe and coach agents on in-person follow-up quality
Host
donors, partners, and leadership during their visits to the Kitui field sites
Build and
maintain working relationships with internal teams and external stakeholders,
including field colleagues and partners, and keep them informed of team
progress, risks, and escalations
Reporting,
Systems & Administration
Plan and
manage weekly rosters for the team, factoring in the mostly remote structure
and scheduled field visit days
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 on new protocols, products, or system
updates
Document
coaching sessions and PIPs consistently and in an auditable format
Key Competencies and Attributes
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
Experience
in nonprofit, humanitarian, or development work, or with in-person field
follow-up, is an added advantage
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 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.
