Remote opportunity at
GiveDirectlyAssociate Field Manager - Call Center (Fixed Term Contract)
GiveDirectly is hiring an Associate Field Manager for a fixed-term contract to lead a call center team supporting the Magarini LLS Project. The organization focuses on…
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About This Role
GiveDirectly is hiring an Associate Field Manager for a fixed-term contract to lead a call center team supporting the Magarini LLS Project. The organization focuses on fighting extreme poverty by delivering cash directly to people in need, operating across multiple countries with a mission to make direct cash transfers the benchmark for global aid. In this remote position, the Associate Field Manager will oversee outbound follow-up conducted by phone and…
Job Description
GiveDirectly is hiring an Associate Field Manager for a fixed-term contract to lead a call center team supporting the Magarini LLS Project. The organization focuses on fighting extreme poverty by delivering cash directly to people in need, operating across multiple countries with a mission to make direct cash transfers the benchmark for global aid. In this remote position, the Associate Field Manager will oversee outbound follow-up conducted by phone and through in-person field visits across Magarini Sub-County.
The role suits a professional with a background in customer support, nonprofit operations, or team supervision who can balance metrics-driven performance management with team morale and safeguarding standards. Key duties include managing team key performance indicators, conducting quality assurance reviews on outbound calls and field visits, leading weekly coaching sessions, and handling escalated or sensitive recipient cases. The role requires regular travel to field sites in Kilifi County and fluent communication skills in the Giriama language.
Responsibilities
- Conduct weekly one-on-one check-ins with assigned agents to review performance against team key performance indicators
- Lead weekly team huddles to cover performance trends, blockers, and operational updates
- Oversee team-level metrics including agent utilization, speed of cash, and positive recipient experience
- Manage performance improvement plans end-to-end with proper documentation
- Review a minimum of four recorded or side-by-side outbound calls per agent every week using the team quality assurance rubric
- Accompany agents on in-person field visits to evaluate follow-up quality and eligibility determinations
- Provide at least thirty minutes of dedicated coaching per agent each week focused on skill growth
- Offer real-time floor support for outbound calling queries and manage escalated cases
- Generate real-time performance reports using Salesforce, Call Center Studio, and Tableau dashboards
- Plan and maintain weekly team rosters factoring in remote work and scheduled field visit days
Requirements
- At least three years of experience working in a call center or customer support environment
- At least one year of experience leading, supervising, or coaching a team of agents
- Willingness to travel regularly to field sites across Magarini Sub-County and Kilifi County, including remote areas
- Fluency in the Giriama language
- Ability to maintain confidentiality regarding sensitive recipient cases
Qualifications
- Bachelor degree in social sciences, development studies, community development, public health, or a related field
- Experience in nonprofit, humanitarian, or development work, or with in-person field follow-up
- Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI Assistant tools
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 role?
This position is a fixed-term contract.
Is the role remote?
The posting states that the role is remote, though it involves regular travel to field sites across Magarini Sub-County and Kilifi County.
What language fluency is required?
Fluency in the Giriama language is a mandatory requirement for this position.
What is the salary for this position?
The job posting does not specify a salary.
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