Job in Kenya
Associate Field Manager - Call Center
AI job insight
AI job insight
GiveDirectly, Inc. is hiring an Associate Field Manager to lead agent performance, quality assurance and coaching activities. This fixed-term, full-time role works 8 to 5 and includes periodic in-person quality visits in Kitui; applicants must be based in Kenya.
- Fixed-term, full-time position with hours listed as 8 to 5.
- Manages weekly KPI reviews, call quality scoring and agent coaching.
- Includes periodic in-person field visits in Kitui.
Source BrighterMonday Kenya
Salary Not enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
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CountyNot specifiedCityNot specifiedContractFixed TermPosted2026-10-30Close dateNot specifiedExperienceNot specifiedSourceBrighterMonday Kenya
associate field managercall centerperformance managementquality assurancepeople managementteam leadershipKitui field visitsfixed termfull timesalescall_centerinternship
AI summary
GiveDirectly, Inc. is hiring an Associate Field Manager to lead agent performance, quality assurance and coaching activities. This fixed-term, full-time role works 8 to 5 and includes periodic in-person quality visits in Kitui; applicants must be based in Kenya.
- Fixed-term, full-time position with hours listed as 8 to 5.
- Manages weekly KPI reviews, call quality scoring and agent coaching.
- Includes periodic in-person field visits in Kitui.
- Applicants must be located in Kenya.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Outside KenyaThe vacancy is associated with this location.
- UnclearComfort with the Fixed Term contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Associate Field Manager - Call Center evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to GiveDirectly, Inc and the role in Outside Kenya.
- Add concrete examples related to sales, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- BrighterMonday Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Associate Field Manager - Call Center role in sales, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Outside Kenya under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research GiveDirectly, Inc before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
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Original source description
G
Associate Field Manager - Call Center (Fixed Term Contract)
GiveDirectly, Inc
Today
New
Outside Kenya
Full Time
Confidential
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Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
Key Accountabilities
- 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 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
- 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 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
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Source and provenanceSource: BrighterMonday Kenya. Last checked: 2026-10-30.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.