Call Centre Manager at GiveDirectly (GD)

About this role

• 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 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..

Level: Manager

What you'll do:

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)

Support rapid project staffing.

• Support rapid project staffing for new awards and domestic disaster response, including finalizing the job descriptions/status (temp/part-time, staff/contract)

Others

• Coordinate special fundraising, operational, or research projects with non-traditional follow-up data collection

What you'll bring:

• 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 with personal or professional experience in the low-income and/or historically marginalized communities we serve.
• Must speak English or any other major Nigerian language. Bonus if you speak Hause, Ibo or Yoruba
• 3-5 years Previous working experience in the field with vulnerable communities
• Minimum of a Degree in relevant field
• Experience 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 spreadsheet applications like Microsoft Excel or Google Sheets
• Technological literacy - ability to use a laptop and relevant software to accurately record call details
• Comfort working in a high-pressure and dynamic environment
• Great organizational skills
• Keen eye for detail
• Empathy, honesty, and the highest standards of integrity
• Patience and good judgment in resolving recipient problems

Compensation

At GiveDirectly, we strive to pay our employees generously and equitably. We use an accredited third party salary aggregator to ensure that staff's total compensation package (base compensation + bonus) falls within the 75th percentile of similar roles, at similar organizations. We also have a no negotiation policy to ensure we are paying staff equitably across roles.