Associate Field Manager - Call Center (Fixed Term Contract)

Responsibilities:


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


• Identify recurring quality gaps and design targeted coaching or refresher training to address them


• Calibrate QA scoring periodically with the Call Center Manager or peer Team Leads to ensure consistency across teams


• Track QA score trends over time per agent and flag agents needing additional support before performance drops significantly



People Management




• Conduct at least 30 minutes of coaching per agent per week, grounded in specific call or case examples, separate from performance review and focused on skill growth


• Support onboarding and integration of any new agents joining the team


• Manage team attendance and leave planning, ensuring adequate coverage across remote and field days


• Identify and act on opportunities for morale-building (for example recognition, team check-ins, and addressing burnout risk given the mix of remote and field demands)


• Maintain healthy team dynamics through proactive conflict resolution


• Recognize and reinforce both individual and team wins, not just performance gaps


• Act as the first point of support for agent wellbeing concerns, escalating to the Call Center Manager or People team where appropriate


• Support agents' growth conversations, even where no formal progression path currently exists, by identifying stretch opportunities within the role



Agent Support & Escalations




• Provide real-time floor support for outbound call queries


• Handle escalated cases, including deciding whether a recipient needs an in-person visit (for example unreachable recipients, disputed eligibility, or adverse events)


• Track and follow through on any case handed off from phone-based follow-up to field visit in Kitui


• During field visits, directly observe and coach agents on in-person follow-up quality


• Host donors, partners, and leadership during their visits to the Kitui field sites


• Build and maintain working relationships with internal teams and external stakeholders, including field colleagues and partners, and keep them informed of team progress, risks, and escalations



Reporting, Systems & Administration




• Plan and manage weekly rosters for the team, factoring in the mostly remote structure and scheduled field visit days


• Generate real-time performance reports using Salesforce, Call Center Studio, and Tableau dashboards


• Keep trackers (QA logs, coaching logs, case escalations, attendance) accurate and current


• Proactively flag systemic issues and recommend adjustments


• Deliver monthly or quarterly refresher trainings on new protocols, products, or system updates


• Document coaching sessions and PIPs consistently and in an auditable format



Key Competencies and Attributes




• 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 environment, including 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 giving performance feedback


• Experience in nonprofit, humanitarian, or development work, or with in-person field follow-up, is an added advantage


• 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


• Genuine people-first instinct, able to balance