Associate Field Manager - Call Center (Fixed Term Contract)

About GiveDirectly

What if the most effective way to fight poverty was also the simplest: give people money and trust them to decide what they need?

Since 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.

Our 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?

We’re growing fast, and this is a rare and important moment to join.

We 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.

How we work

Our 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:

Recipients first. Recipients’ preferences come before those of donors or ourselves.

Team next. We optimize for organizational success, not individual success.

Be proactively candid. We say what we believe and share information openly.

Create positive energy. We aim to be a source of energy for colleagues, not a drain.

Think rigorously; act quickly. We reason from first principles, then act rather than debate.

Know yourself and grow. We own our imperfections and seek feedback to grow.

Accept reality. Propose solutions. We focus on what can change and bring solutions, not just problems.

Be productively ambitious. We take risks for step-change impact, not incremental progress.

If they describe how you like to work and they energize you, this could be a great fit.

Want to learn more? Read and listen:

We are one of Time100’s Most Influential Companies of 2026, and our work has been covered by The Economist , NPR , TED , and The 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.

As Team Lead for the Magarini 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 Magarini Sub-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.

You 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.

Responsibilities:

(A) 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

(B) 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

(C) 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

(D) 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

(E) 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-manageme