Associate Field Manager - Call Center (Fixed Term Contract)

📋 Description

• Conduct weekly 1:1 check-ins with all assigned agents, reviewing performance against team KPIs and
• Lead weekly team huddles covering performance trends, blockers, and updates.
• Own team-level KPIs (Agent Utilization, Speed of Cash, Positive Recipient Experience, and any
• 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
• Periodically accompany agents on in-person field visits in Kitui to assess the quality of in-person

🎯 Requirements

• Bachelor's degree in social sciences, development studies, community development, public health, or
• At least 3 years of experience in a call center or customer support environment, including at least
• Experience in call center work, quality assurance, including scoring calls against a rubric and
• Experience in nonprofit, humanitarian, or development work, or with in-person field follow-up, is
• Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI
• Excellent interpersonal, coaching, and conflict-management skills.

🎁 Benefits

• Reasonable accommodations for application, interview, or job duties upon request.
• Equal Opportunity Employer.
• Commitment to safeguarding, with pre-hire screens.
• Referral reward: $3,000 for Senior Manager or above role, $500 for Manager role.