{"id":3323745,"url":"https://alion.io/job/givedirectly-associate-field-manager-call-center-fixed-term-contract","title":"Associate Field Manager - Call Center (Fixed Term Contract)","company":{"id":593,"name":"GiveDirectly","domain":"givedirectly.org","url":"https://alion.io/company/givedirectly","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":15000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-27T06:33:46Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T16:40:32Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About GiveDirectly \nWhat if the most effective way to fight poverty was also the simplest: give people money and trust them to decide what they need?\nSince 2011, GiveDirectly has proven that idea at scale. We’ve delivered more than $1B in cash directly to 2+ million people living in poverty and crisis across 15 countries, and rigorous research shows the results: healthier kids, stronger businesses, sturdier homes, and more resilient families and local economies. Cash is now widely recognized as one of the most scalable, cost-effective, and dignified forms of aid.\nOur ambition goes beyond our own programs. We want cash to become the benchmark for aid, much as the index fund became the benchmark for investing, so that every aid dollar is held to one question: is this doing more good than giving the money directly to people living in poverty?\nWe’re growing fast, and this is a rare and important moment to join.\nWe expect to hit $1B in revenue in 2026 with significant growth forecast for 2027. At the same time we are building a new technology stack and operating model designed for a roughly 10x change in scale, and we are actively pursuing partnerships with major funders to move even more money in bigger ways, to people who need it. We are known for our extensive integration of technology into field processes; our quantitative approach to performance measurement; and our commitment to rigorous, independent, experimental evaluation of our impact, with multiple Randomized Control Trials completed and others in progress.\nHow we work\nOur team spans 20+ countries and 69 languages. Our culture is candid, analytical, and non-hierarchical. We expect high ownership and give people real responsibility early. Our values are central to how we hire, work, and grow, and they are deliberately opinionated:\nRecipients first. Recipients’ preferences come before those of donors or ourselves.\nTeam next. We optimize for organizational success, not individual success.\nBe proactively candid. We say what we believe and share information openly.\nCreate positive energy. We aim to be a source of energy for colleagues, not a drain.\nThink rigorously; act quickly. We reason from first principles, then act rather than debate.\nKnow yourself and grow. We own our imperfections and seek feedback to grow.\nAccept reality. Propose solutions. We focus on what can change and bring solutions, not just problems.\nBe productively ambitious. We take risks for step-change impact, not incremental progress.\nIf they describe how you like to work and they energize you, this could be a great fit.\nWant to learn more? Read and listen:\nWe are one ofTime100’s Most Influential Companies of 2026, and our work has been covered byThe Economist,NPR,TED, andThe Washington Post. We're now preparing to deliver billions of dollars a year to people in extreme poverty, if funding allows. Read our CEO's essay on what that will take.\nAs Team Lead for the Kitui LLS Project, you will lead the call center team that carries out outbound follow-up with recipients, by phone and through in-person field visits across Kitui County. You will own the team’s performance against its KPIs, keep call and field-visit quality high, and make sure every recipient is heard, respected, and supported.\nYou will coach and support agents, handle escalated and sensitive cases, decide when a case needs an in-person visit, and keep the team’s reporting accurate and current. You will work closely with the Call Center Manager and field colleagues, and you are expected to model GiveDirectly’s values and uphold its data integrity and ethical standards\nThe role is Based in Kitui, with regular field visits across Kitui County to support in-person monitoring, coaching, and follow-up.\nResponsibilities:\n(A) Performance Management\nConduct weekly 1:1 check-ins with all assigned agents, reviewing performance against team KPIs and, where relevant, in-person follow-up outcomes.\nLead weekly team huddles covering performance trends, blockers, and updates\nOwn team-level KPIs (Agent Utilization, Speed of Cash, Positive Recipient Experience, and any additional KPIs defined by the Call Center Manager)\nManage Performance Improvement Plans (PIPs) end-to-end, including documentation and follow-through\n(B) Quality Assurance\nReview a minimum of 4 recorded or side-by-side outbound calls per agent per week against the team's QA rubric\nPeriodically accompany agents on in-person field visits in Kitui to assess the quality of in-person follow-up and eligibility determination\nScore calls and field visits consistently, and document QA feedback in an auditable format\nIdentify recurring quality gaps and design targeted coaching or refresher training to address them\nCalibrate QA scoring periodically with the Call Center Manager or peer Team Leads to ensure consistency across teams\nTrack QA score trends over time per agent and flag agents needing additional support before performance drops significantly\n(C) People Management\nConduct 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\nSupport onboarding and integration of any new agents joining the team\nManage team attendance and leave planning, ensuring adequate coverage across remote and field days\nIdentify 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)\nMaintain healthy team dynamics through proactive conflict resolution\nRecognize and reinforce both individual and team wins, not just performance gaps\nAct as the first point of support for agent wellbeing concerns, escalating to the Call Center Manager or People team where appropriate\nSupport agents' growth conversations, even where no formal progression path currently exists, by identifying stretch opportunities within the role\n(D) Agent Support & Escalations\nProvide real-time floor support for outbound call queries\nHandle escalated cases, including deciding whether a recipient needs an in-person visit (for example unreachable recipients, disputed eligibility, or adverse events)\nTrack and follow through on any case handed off from phone-based follow-up to field visit in Kitui\nDuring field visits, directly observe and coach agents on in-person follow-up quality\nHost donors, partners, and leadership during their visits to the Kitui field sites\nBuild 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\n(E) Reporting, Systems & Administration\nPlan and manage weekly rosters for the team, factoring in the mostly remote structure and scheduled field visit days\nGenerate real-time performance reports using Salesforce, Call Center Studio, and Tableau dashboards\nKeep trackers (QA logs, coaching logs, case escalations, attendance) accurate and current\nProactively flag systemic issues and recommend adjustments\nDeliver monthly or quarterly refresher trainings on new protocols, products, or system updates\nDocument coaching sessions and PIPs consistently and in an auditable format\nKey Competencies and Attributes\nBachelor's degree in social sciences, development studies, community development, public health, or a related field.\nAt 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\nExperience in call center work, quality assurance, including scoring calls against a rubric and giving performance feedback\nExperience in nonprofit, humanitarian, or development work, or with in-person field follow-up, is an added advantage\nKnowledge of Salesforce, CommCare, Call Center Studio, SMS Leopard, Tableau, bulk messaging, and AI Assistant tools is an added advantage. \nExcellent interpersonal, coaching, and conflict-management skills\nSound judgment on when a case needs escalation from phone to field\nWillingness to travel regularly to field sites across Kitui County, including remote areas\nStrong organizational skills, especially managing a remote-first team\nAbility to maintain confidentiality on sensitive recipient cases\nGenuine people-first instinct, able to balance metrics-driven management with team morale and wellbeing\nFluency in the Kamba language is a MUST.\nWorking at GiveDirectly\nGiveDirectly is an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law.\nFlagging for US applicants: We invite you to \"Know Your Rights \" as an applicant.\nCommitment to Safeguarding\nAs a global organization working with communities to eliminate extreme poverty, GiveDirectly takes the safeguarding of its recipients, staff, and partners seriously. To that end, GiveDirectly is a member of the Misconduct Disclosure Scheme, and will systematically check with previous employers about any abuse or misconduct related matters involving potential new hires. We may also employ other robust pre-hire screens, including in-depth reference checks, criminal background checks, and sanctions screens.\nThese efforts help us continue to build and maintain trust with the communities we work with, and prevent abuse to our recipients and staff.\n**GD is committed to observing all local, national and international laws that protect people and basic human rights of all. GD is committed to a policy of “zero tolerance when it comes to preventing, reporting, or responding to any form of abuse or exploitation.” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**\nReasonable Accommodations\nWe are committed to fostering an inclusive and accessible work environment. If you require any accommodations during the application or interview process, or to perform the essential functions of the role, please email us at  with the email subject “Accommodation Needed”. We will work with you to ensure reasonable accommodations are made to support your needs.\nWant to put your best foot forward on your GiveDirectly application? Take a look at our Candidate Application Prep Guide!\nReferrals\nKnow the right person for this role? Please consider referring them. We offer a reward of $3,000 for a Senior Manager or above role, and $500 for a Manager role, paid if we end up hiring your referral. 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