Associate Field Manager – Call Center (Fixed Term Contract)

GiveDirectly is hiring for the Associate Field Manager – Call Center (Fixed Term Contract) position in Kilifi. This is a contract role. Qualification level: Bachelors; experience: 0 – 4 yrs. 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.Responsibilities:

Performance Management

Own team-level KPIs (Agent Utilization, Speed of Cash, Positive Recipient Experience, and any additional KPIs defined by the Call Center Manager)

Quality Assurance

Key responsibilities

• 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
• Manage Performance Improvement Plans (PIPs) end-to-end, including documentation and follow-through
• Review a minimum of 4 recorded or side-by-side outbound calls per agent per week against the team's QA rubric
• Identify recurring quality gaps and design targeted coaching or refresher training to address them

Requirements

• 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…

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