Associate Field Manager - Call Center (Fixed Term Contract)

• Lead weekly one-on-one meetings with call center agents to review performance against key performance indicators (KPIs).
• Conduct weekly team meetings to discuss performance trends and challenges.
• Manage team KPIs including agent utilisation and recipient experience.
• Implement and follow through on Performance Improvement Plans for agents.
• Review and score recorded outbound calls and accompany agents on in-person field visits to assess quality.
• Provide coaching to agents based on call and case examples to improve skills.
• Handle escalated cases and decide when in-person visits are necessary.
• Manage team attendance and leave planning to ensure coverage.
• Maintain accurate reporting and documentation of team performance and quality assurance.
• Host visitors such as donors and partners during field site visits.
• Build and maintain relationships with internal and external stakeholders.
• Plan weekly team rosters considering remote and field work schedules.
• Deliver refresher trainings on protocols and system updates.

• Bachelor's degree in social sciences, development studies, community development, public health, or related field.
• At least 3 years of experience in a call center or customer support environment.
• Minimum of 1 year experience leading, supervising, or coaching a team of agents.
• Experience in call center quality assurance including scoring calls and providing feedback.
• Fluency in the Kamba language is mandatory.
• Willingness to travel regularly across Kitui County including remote areas.
• Strong interpersonal, coaching, and conflict management skills.
• Ability to maintain confidentiality on sensitive cases.
• Good organisational skills managing a remote-first team.
• Sound judgement for escalating cases from phone to field visits.
• Experience in nonprofit, humanitarian, or development work is preferred.
• Knowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI Assistant tools is preferred.

Apply through the employer's official contact by submitting the required application documents. The employer has not published a closing date.