Field Manager – Call Center job at GiveDirectly


Field Manager – Call Center job Post

Location:  Jobs in Uganda 2022 - 2023

Work Hours: Full-time, 08 hours per day

Salary: UGX

No. of vacancies: 01

Deadline: 05 April 2022

Hiring Organization: GiveDirectly

Job Details:

Job Title: Field Manager – Call Center
Start date: As soon as possible
Location: Uganda
Reports to: Program Manager/Senior Manager Operations
Contract: Fixed contract (subject to funding and performance)

About GiveDirectly
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 $700M since launching in 2011, delivered cash to more than 1 million people, and launched offices in 10 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 collaborative, diverse team. Joining GiveDirectly provides the opportunity to work alongside individuals who come from 21 different countries and speak 69 different languages. We’re actively working toward an equitable and inclusive environment for all team members, and seek candidates who will bring diverse perspectives and experiences to our organization. We recruit from organizations across all industries: our team has hailed from sectors including start-ups, government, consultancies, investment banks, and nonprofits.
Across our global offices, our culture is candid, analytical, non-hierarchical, and fast-paced. We value ability, adaptability, and willingness to learn. We offer competitive salary and benefits, as well as performance-based bonuses.

Role Overview:
The Field Manager – Call Center (CCM) will play a central role in ensuring that GiveDirectly delivers a gold-standard product to donors and a positive experience to recipients. The Field Manager will oversee staff on multiple projects that are responsible for monitoring our recipients after they have received transfers – to ensure safe receipt, collect stories on recipient chosen use of the cash and resolve and resultant challenges. This follow-up and monitoring will be done in person and through our call center. The 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.

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)
• Responsible for ongoing maintenance of call center infrastructure, in collaboration with IT vendors” and “taking on occasional strategic projects to improve call center operations and performance.
• Coordinate special fundraising, operational, or research projects with non-traditional follow-up data collection

Core competencies and experiences
• University Degree
• 2-4+ years of work experience in a role that required problem-solving and project management
• Exceptional communication, organizational, and analytical skills
• Ability to logic through complex operational questions and propose solutions to inform programmatic decisions
• Ability to manage day-to-day operations while simultaneously building more robust, efficient systems
• Demonstrated ability to work in a highly independent and self-directed manner, while effectively communicating upwardly about gaps and risks
• Enthusiasm for fast-paced environments, which may lack a pre-defined playbook for success and involve significant “learning by doing”
• Experience managing a call center (will be considered but not required)
• Alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem-solving, project management, follow-through, and fostering inclusivity. We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.

Why work at GiveDirectly?
At GiveDirectly, we work to ensure that you have everything you need to excel in your role and on your team, including:
• A positive and supportive team with opportunities for advancement
• A demonstrated commitment to helping all staff develop and grow
• A competitive salary
• A health benefits plan
• Unlimited PTO (that we encourage staff to take!)
**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of “zero tolerance for sexual exploitation, abuse, and harassment (SEAH)” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.

Application procedure

Use the link below to apply.

Date Posted: 2022-03-25




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