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

go to method of application »

Minimum qualifications

BA/BSc/HND

How to apply

Use the link(s) below to apply on company website.

Associate Field Manager - Field (Fixed Term Contract)

Associate Field Manager - Field (Fixed Term Contract)

Associate Field Manager - Call Center (Fixed Term Contract)

Technical Program Associate or Manager

Director, Talent Management

Senior Manager, Marketing Strategy & Operations

https://www.myjobmag.co.ke/apply-now/1371669

Similar open roles

• Operations SupervisorSolvo Global · Nairobi
• Customer Success Manager TraineeIncentro Africa · Nairobi
• Team Lead at ADEC Kenya Services EPZ Limited (ADEC Kenya)ADEC Kenya Services EPZ Limited (ADEC Kenya) · Nairobi
• Clinical Coordinator (Front desk) - LocumPenda Health · Nairobi
• Customer Support Intern - Regional Service CentersSun King · Nairobi
• Customer Experience RelieverItal Global Limited · Nairobi