GiveDirectly is the first - and largest - nonprofit that lets donors like you send money directly to the world’s poorest. We believe people living in poverty deserve the dignity to choose for themselves how best to improve their lives - cash enables that choice.

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
• Willingness to travel regularly to field sites across Magarini Sub County/Kilifi County, including remote areas
• Ability to maintain confidentiality on sensitive recipient cases
• Genuine people-first instinct, able to balance metrics-driven management with team morale and wellbeing
• Fluency in the Giriama language is a MUST.

• 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
• 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
• 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
• 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
• 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

• Interpersonal skills
• Coaching skills
• Conflict-management skills
• Sound judgment
• Ability to maintain confidentiality
• People-first instinct
• Fluency in Giriama language

• 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.