Associate Field Manager - Call Center (Fixed Term Contract)

📋 Description

• Conduct weekly 1:1 check-ins with all assigned agents, reviewing performance against team KPIs
• 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 QA
• Periodically accompany agents on in-person field visits in Kitui to assess 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
• At least 1 year leading, supervising, or coaching a team of agents
• Experience in call center work, quality assurance, including scoring calls against a rubric and
• Experience in nonprofit, humanitarian, or development work is an added advantage
• Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI