Associate Field Manager - Call Center

Associate Field Manager - Call Center (Fixed Term Contract)tags.newKitui

GiveDirectly

Kitui

International

Mid level

Speaks Kamba

Apply

Summary by Impactpool

As Team Lead for the Kitui LLS Project, you will oversee the call center team responsible for outbound follow-ups with recipients in Kitui County. Your role includes managing team performance against KPIs, ensuring high-quality interactions, and supporting agents through coaching and conflict resolution. You will also handle escalated cases and maintain accurate reporting. This position requires regular field visits to monitor and coach agents, ensuring adherence to GiveDirectly's values and ethical standards.

Candidate Requirements:

Bachelor's degree in social sciences or related field

3 years of experience in call center or customer support

1 year of experience leading or coaching a team

Experience in quality assurance and performance feedback

Knowledge of Salesforce and related tools

Excellent interpersonal and coaching skills

Ability to manage remote teams

Fluency in Kamba language

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. We’ve delivered more than $1B in cash directly to 2+ million people living in poverty and crisis across 15 countries, and rigorous research shows the results: healthier kids, stronger businesses, sturdier homes, and more resilient families and local economies. Cash is now widely recognized as one of the most scalable, cost-effective, and dignified forms of aid.

Our ambition goes beyond our own programs. We want cash to become the benchmark for aid, much as the index fund became the benchmark for investing, so that every aid dollar is held to one question:

is this doing more good than giving the money directly to people living in poverty?

We’re growing fast, and this is a rare and important moment to join.

We expect to hit $1B in revenue in 2026 with significant growth forecast for 2027. At the same time we are building a new technology stack and operating model designed for a roughly 10x change in scale, and we are actively pursuing partnerships with major funders to move even more money in bigger ways, to people who need it. We are known for our extensive integration of technology into field processes; our quantitative approach to performance measurement; and our commitment to rigorous, independent, experimental evaluation of our impact, with multiple Randomized Control Trials completed and others in progress.

How we work

Our team spans 20+ countries and 69 languages. Our culture is candid, analytical, and non-hierarchical. We expect high ownership and give people real responsibility early. Our values are central to how we hire, work, and grow, and they are deliberately opinionated:

Recipients first.

Recipients’ preferences come before those of donors or ourselves.

Team next.

We optimize for organizational success, not individual success.

Be proactively candid.

We say what we believe and share information openly.

Create positive energy.

We aim to be a source of energy for colleagues, not a drain.

Think rigorously; act quickly.

We reason from first principles, then act rather than debate.

Know yourself and grow.

We own our imperfections and seek feedback to grow.

Accept reality. Propose solutions.

We focus on what can change and bring solutions, not just problems.

Be productively ambitious.

We take risks for step-change impact, not incremental progress.

If they describe how you like to work and they energize you, this could be a great fit.

Want to learn more? Read and listen:

We are one of

Time100’s

Most Influential Companies of 2026, and our work has been covered by

The Economist

,

NPR

,

TED

, and

The Washington Post

. We're now preparing to deliver billions of dollars a year to people in extreme poverty, if funding allows.

Read our CEO's essay

on what that will take.

As Team Lead for the Kitui 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 Kitui 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

The role is Based in Kitui, with regular field visits across Kitui County to support in-person monitoring, coaching, and follow-up.

Key Accountabilities

• (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
• 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
• (C) 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
• (D) 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
• (E) 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 from phone to field
• Willingness to travel regularly to field sites across Kitui County, including remote areas
• Strong organizational skills, especially managing a remote-first team
• 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 Kamba language is a
• MUST
• .
• Working at GiveDirectly
• GiveDirectly is an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law.
• Flagging for US applicants:
• We invite you to "
• Know Your Rights
• " as an applicant.
• Commitment to Safeguarding
• As a global organization working with communities to eliminate extreme poverty, GiveDirectly takes the safeguarding of its recipients, staff, and partners seriously. To that end, GiveDirectly is a member of the
• Misconduct Disclosure Scheme
• , and will systematically check with previous employers about any abuse or misconduct related matters involving potential new hires. We may also employ other robust pre-hire screens, including in-depth reference checks, criminal background checks, and sanctions screens.
• These efforts help us continue to build and maintain trust with the communities we work with, and prevent abuse to our recipients and staff.
• **GD is committed to observing all local, national and international laws that protect people and basic human rights of all. GD is committed to a policy of “zero tolerance when it comes to preventing, reporting, or responding to any form of abuse or exploitation.” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**
• Reasonable Accommodations
• We are committed to fostering an inclusive and accessible work environment. If you require any accommodations during the application or interview process, or to perform the essential functions of the role, please email us at [email protected] with the email subject “Accommodation Needed”. We will work with you to ensure reasonable accommodations are made to support your needs.
• Want to put your best foot forward on your GiveDirectly application?
• Take a look at our
• Candidate Application Prep Guide
• !
• Referrals
• Know the right person for this role? Please consider
• referring them
• . We offer a reward of $3,000 for a Senior Manager or above role, and $500 for a Manager role, paid if we end up hiring your referral. Thank you for sending great people our way!
• At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
• Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
• Summary by Impactpool
• As Team Lead for the Kitui LLS Project, you will oversee the call center team responsible for outbound follow-ups with recipients in Kitui County. Your role includes managing team performance against KPIs, ensuring high-quality interactions, and supporting agents through coaching and conflict resolution. You will also handle escalated cases and maintain accurate reporting. This position requires regular field visits to monitor and coach agents, ensuring adherence to GiveDirectly's values and ethical standards.
• Candidate Requirements:
• Bachelor's degree in social sciences or related field
• 3 years of experience in call center or customer support
• 1 year of experience leading or coaching a team
• Experience in quality assurance and performance feedback
• Knowledge of Salesforce and related tools
• Excellent interpersonal and coaching skills
• Ability to manage remote teams
• Fluency in Kamba language
• Fellowship
• Master the recruitment process of the impact sector!
• Become a fellow and gain access to Impactpool's premium material that will boost your career in the impact sector
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• Associate Field Manager - Call Center (Fixed Term Contract)tags.newKitui
• GiveDirectly
• Kitui
• International
• Mid level
• Speaks Kamba
• Apply