Associate Field Manager - Call Center

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

Qualifications & Experience:

• 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

Skills & Competencies:

• 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