Customer Service Jobs – Call Center Manager – GiveDirectly

Job Title:     Call Center Manager
Organisation: GiveDirectly
Duty Station: Kampala,
Uganda
Reports to: Country
Director
About US:
GiveDirectly (GD) aims to reshape international giving – and millions of lives – by providing cash grants directly to the world’s poorest. The Brookings Institution estimates that $70B of cash transfers would be required to eliminate the poverty gap; the aid sector currently spends $135B each year, much of it on evidence-free interventions. GiveDirectly wants to change that, establishing cash transfers as a benchmark for foreign aid – as the index fund is a benchmark for the financial industry – and in the process accelerating the end of extreme poverty.


GD has raised over $200m since launching in 2011, delivered cash to more than 125,000 families, and launched offices in 7 countries. We’ve also supported large-scale, experimental research that indicates strong recipient impact of our programs. As a result GD has been celebrated as one of the most innovative non-profit companies by Fast Company, while the growing cash transfer movement and GD’s leading role within it have been featured in the New York Times Magazine, This American Life, Foreign Affairs, and The Economist.
We’re looking for exceptional talent to grow our field team. Our culture is blunt, analytical, non-hierarchical, and fast-paced. We recruit candidates from top organizations across all industries – our team has hailed from consultancies, investment banks, start-ups, non-profits, and government to name a few. We value ability and willingness to learn over years of experience. We offer competitive salary and benefits and performance-based bonuses.
About Our Employees:
We’re looking for
exceptional talent to grow our field team. Our culture is blunt, analytical,
non-hierarchical, and fast-paced. We recruit candidates from top organizations
across all industries – our team has hailed from consultancies, investment
banks, start-ups, non-profits, and government to name a few. We value ability
and willingness to learn over years of experience. We offer competitive salary
and benefits and performance-based bonuses.
Job Summary:  The Call Center Manager (CCM) will play a
central role in ensuring that GiveDirectly delivers a gold-standard product to
donors and a positive experience to recipients. The call center serves as an
interactive platform between GiveDirectly and its recipients. Through the call
center, GD proactively reaches out to recipients to ensure donations are well
received, handles any issues that arise, and answers any questions they might
have. This process is called “follow-up.” The Call Center Manager (CCM) will
be responsible for the efficient and effective implementation of the follow-up
process, including tracking performance of the follow-up team; monitoring
recipient call data; streamlining workflow processes and call scripts; building
a culture of mentorship and professional development; and identifying
opportunities for risk mitigation and process improvement. The role will reward
exceptional personnel management, effective communication skills, attention to
detail, organizational skills, and a strong commitment towards building a
scalable and better-leveraged field organization.
Key Duties and Responsibilities: 
Design and monitor
call-center workflow
  • Create and track work-plans for call center team
  • Oversee and ensure resolution of adverse events / mobile money
    registration problems; provide guidance on unique or challenging cases
  • Review weekly reports to track productivity and quality of service;
    design and own process of correcting slipping metrics
  • Monitor recipient call data to ensure data integrity
  • Coach field officers to identify any red flags and pick up on any
    un-flagged issues
Team management
  • Coordinate and manage professional development and training of
    call-center field officers (e.g. trainings on all new protocols for
    existing team as well as all training for new field officers)
  • Strengthen coordination systems between enrolment and follow-up
  • Identify opportunities for “specialization trainings” on
    different follow-up functions (e.g. adverse events management,
    registration problems) and assess the necessity of re-organizing the     team
  • Ensure positive team dynamics and identify opportunities for
    morale-building (e.g. retreats, team events, incentives schemes, etc.)
Systems
improvement/documentation
  • Oversee implementation of technologies aimed at streamlining data
    collection and workflow management
  • Maintain updated documentation of all collected data and case-management
    protocols, including those aimed at ensuring data security and
    standardization
  • Identify gaps and provide solutions to address GiveDirectly’s
    current adverse-events / case management process
  • Identify and formulate solutions to address fraud vulnerability in
    all stages of the follow-up process (e.g. SIM-card changes)
Other: Coordinate special fundraising, operational,
or research projects with non-traditional follow-up data collection



Qualifications, Skills and Experience: 
  • The ideal candidate for the GiveDirectly Call Center Manager job
    must hold a University Degree
  • Experience in managing a call center
  • Exceptional leadership ability with demonstrated success in
    motivating and developing junior staff
  • Strong interest in shaping the organization, including through
    revamping of current structures / processes
  • Demonstrated ability to work in a highly independent and
    self-directed manner, while effectively communicating about gaps and risks
  • Strong analytical and technical skills, including a high level of
    proficiency with Microsoft Excel
  • Comfort working in a high-pressure and dynamic environment
  • Great organizational skills
  • Keen eye for detail
GD Values
  • Recipients first: We
    prioritize recipient preferences over those of donors or ourselves.
  • Team next: We do
    what’s best for organizational – not individual – success.
  • Be proactively candid: We say what we believe, and are honest in sharing information.
  • Create positive energy: We strive to be a source – not drain – of energy for our colleagues.
  • Think rigorously; act quickly: We are intellectually rigorous with a drive towards action – not
    debate.
  • Accept reality. Propose solutions. We do not dwell on problems. We work actively to create solutions.
  • Be productively ambitious. We take the risks to pursue industry-changing success, not
    incremental progress.
  • Know yourself and grow. We recognize and accept our imperfections with a focus on growth.
How to Apply:
All suitably
qualified and interested candidates are encouraged to apply online at the web
link below.
For more of the
latest jobs, please visit http://www.theugandanjobline.com or
find us on our facebook page https://www.facebook.com/UgandanJobline




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