Associate Field Manager - Call Center (Fixed Term Contract)

KenyaContract2026-10-30 → 2026-11-10

Hybrid

Core

Lead a call center team conducting outbound follow-ups with cash recipients via phone and in-person field visits in Kitui, ensuring high quality and performance against KPIs.

Role type

Team Lead (Call Center Operations)

Builds

Outbound follow-up operations and recipient support workflows

Domain

Humanitarian aid / Cash transfer programs

Required skills

Team leadership, performance management, quality assurance, coaching, conflict resolution, case escalation, reporting, roster planning

Preferred skills

Nonprofit/humanitarian experience, field follow-up experience, Salesforce, Tableau, CommCare, Call Center Studio

Responsibilities

Conduct weekly 1:1 check-ins and team huddles; Review and score calls and field visits against QA rubrics; Coach agents on skill growth and handle escalated cases; Manage attendance, leave planning, and morale; Generate performance reports using Salesforce and Tableau.

Seniority

Mid-level, hands-on IC with team management

About GiveDirectly

GiveDirectly has delivered more than $1B in cash directly to 2+ million people living in poverty across 15 countries since 2011. We believe cash transfers are one of the most scalable, cost-effective, and dignified forms of aid, with the research to back it up. Our work has been covered by The Economist, NPR, TED, and The Washington Post. We are one of Time100’s Most Influential Companies of 2026. 