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