Remote opportunity at
GiveDirectlyAssociate Field Manager - Call Center (Fixed Term Contract)
GiveDirectly is a charitable organization that sends money directly to individuals living in poverty and crisis. The non-profit operates across 15 countries and utilizes technology-driven field…
Career Tools
About This Role
GiveDirectly is a charitable organization that sends money directly to individuals living in poverty and crisis. The non-profit operates across 15 countries and utilizes technology-driven field processes alongside rigorous evaluation methods. This position is a fixed-term contract for an Associate Field Manager overseeing call center operations for the Kitui LLS Project. In this capacity, the person chosen for the role will supervise a call center team executing outbound follow-ups with…
Job Description
GiveDirectly is a charitable organization that sends money directly to individuals living in poverty and crisis. The non-profit operates across 15 countries and utilizes technology-driven field processes alongside rigorous evaluation methods. This position is a fixed-term contract for an Associate Field Manager overseeing call center operations for the Kitui LLS Project.
In this capacity, the person chosen for the role will supervise a call center team executing outbound follow-ups with recipients via telephone calls and physical field visits throughout Kitui County. Responsibilities involve driving team key performance indicators, ensuring quality standards on calls and field visits, conducting weekly agent coaching sessions, managing performance improvement plans, handling escalated recipient cases, and maintaining precise tracking and reporting systems.
This role suits professionals with a background in customer support or call center environments who possess team leadership experience and a strong commitment to humanitarian aid and safeguarding principles. Candidates must be fluent in the Kamba language, maintain strict confidentiality, and be willing to travel regularly to field sites in remote areas.
Responsibilities
- Conduct weekly one-on-one check-ins with assigned agents to review performance against key performance indicators
- Lead weekly team huddles to address performance trends, blockers, and operational updates
- Manage end-to-end performance improvement plans including documentation and follow-through
- Review a minimum of four recorded or side-by-side outbound calls per agent every week using the team rubric
- Accompany agents on field visits in Kitui to observe and evaluate in-person follow-up and eligibility determination
- Deliver at least 30 minutes of targeted coaching per agent each week based on specific call or case examples
- Provide real-time floor support for outbound calling queries and manage escalated recipient cases
- Plan and oversee weekly team rosters while managing attendance, leave planning, and staff wellbeing
- Generate performance reports using Salesforce, Call Center Studio, and Tableau dashboards
Requirements
- At least 3 years of experience working in a call center or customer support setting
- At least 1 year of experience leading, supervising, or coaching a team of agents
- Demonstrated experience in call center quality assurance, scoring calls against a rubric, and giving performance feedback
- Fluency in the Kamba language
- Willingness to travel regularly to field locations and remote areas across Kitui County
- Strong organizational skills suitable for managing a predominantly remote team
- Ability to maintain strict confidentiality regarding sensitive recipient cases
Qualifications
- Bachelor’s degree in social sciences, development studies, community development, public health, or a closely related field
- Prior experience working in nonprofit, humanitarian, or development sectors
- Prior experience conducting in-person field follow-up
- Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging tools, and AI Assistant applications
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this position?
This position is a fixed-term contract.
What are the language requirements for the role?
Fluency in the Kamba language is mandatory for this position.
Is travel required for this job?
Yes, the role requires regular travel to field sites and remote areas across Kitui County.
What is the salary offered for this position?
The source posting does not specify a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.