Associate Field Manager - Call Center

GiveDirectly is the first - and largest - nonprofit that lets donors like you send money directly to the world’s poorest. We believe people living in poverty deserve the dignity to choose for themselves how best to improve their lives - cash enables that choice.

The Associate Field Manager for the Call Center will oversee a team of agents, ensuring high performance through regular check-ins, team huddles, and managing key performance indicators such as agent utilization, speed of cash transfers, and positive recipient experience. The role also involves rigorous quality assurance, including reviewing calls and field visits, identifying gaps, and designing targeted coaching. A significant part of the role is people management, focusing on coaching, onboarding, attendance, morale-building, conflict resolution, and supporting agent growth. Additionally, the manager will provide real-time agent support, handle escalated cases, track field visits, and manage reporting, systems, and administration tasks like roster planning and performance report generation.

1. Conduct weekly one-on-one performance reviews and team huddles, managing team KPIs.
2. Oversee Performance Improvement Plans (PIPs) from start to finish.
3. Review recorded or side-by-side outbound calls and in-person field visits for quality assurance.
4. Identify quality gaps and develop targeted coaching or training.
5. Provide weekly coaching sessions focused on skill development.
6. Support the onboarding and integration of new agents.
7. Manage team attendance and leave schedules to ensure adequate coverage.
8. Foster team morale and address burnout risks.
9. Act as the primary support for agent wellbeing concerns, escalating when necessary.
10. Support agents' professional growth by identifying stretch opportunities.
11. Offer real-time support for call queries and manage escalated cases, including deciding on in-person visits.
12. Track and follow through on cases handed off for field visits.
13. Observe and coach agents during field visits.
14. Host donors, partners, and leadership during visits to field sites.
15. Build and maintain relationships with internal and external stakeholders.
16. Plan and manage weekly team rosters.
17. Generate real-time performance reports using various dashboards.
18. Maintain accurate trackers for QA, coaching, case escalations, and attendance.
19. Proactively identify systemic issues and suggest improvements.
20. Deliver refresher training on new protocols or system updates.
21. Document coaching sessions and PIPs in an auditable format.

1. Hold a Bachelor's degree in social sciences, development studies, community development, public health, or a related field.
2. Possess at least 3 years of experience in a call center or customer support environment.
3. Have a minimum of 1 year of experience leading, supervising, or coaching a team of agents.
4. Demonstrate experience in call center quality assurance, including scoring calls and providing performance feedback.
5. Experience in nonprofit, humanitarian, or development work, or with in-person field follow-up, is beneficial.
6. Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI Assistant tools is an advantage.
7. Exhibit excellent interpersonal, coaching, and conflict-management skills.
8. Possess sound judgment for case escalation.
9. Be willing to travel regularly to field sites across Magarini Sub County/Kilifi County, including remote areas.
10. Maintain confidentiality on sensitive recipient cases.
11. Demonstrate a genuine people-first instinct, balancing metrics with team morale.
12. Be fluent in the Giriama language.