Description
GiveDirectly is hiring an Associate Field Manager - Call Center based in Magarini, Kenya. Main responsibilities: • (A) 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 • (B) Quality Assurance • Review a minimum of 4 recorded or side-by-side outbound calls per agent per week against the team's QA rubric
About GiveDirectly
What if the most effective way to fight poverty was also the simplest: give people money and trust them to decide what they need? Since 2011, GiveDirectly has proven that idea at scale.
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 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. 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.
How to apply
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