Job Title: Field Manager (Call Center) – GiveDirectly Uganda Jobs 2022
Organization: GiveDirectly (GD)
Duty Station: Uganda
Reports to: Program Manager/Senior Manager Operations
Contract: Fixed contract (subject to funding and performance)
GiveDirectly (GD) Profile
GiveDirectly is driving a re-evaluation of the norms underlying international philanthropy with a provocative model: we deliver donations directly to the extreme poor and let them decide what to do with them. This approach builds on two converging trends: the rapid spread of electronic last-mile payments solutions in emerging markets, and the large body of experimental evidence showing that direct transfers are as or more cost-effective at reducing poverty than traditional, top-down approaches. GiveDirectly’s field operations utilize state-of-the-art technologies and business processes to deliver transfers securely, efficiently, and transparently. Our unorthodox approach – allowing the poor, and not the donor, to choose where they invest – has prompted debate in the popular press and among policymakers.
Job Summary
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.
Roles 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)
- 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.
Other
- Coordinate special fundraising, operational, or research projects with non-traditional follow-up data collection
Minimum Qualifications
- 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.
How To Apply for GiveDirectly Uganda Jobs 2022
All interested and suitably qualified candidates should submit their applications through the link below.
Deadline: Open until filled
For similar Jobs in Uganda today and great Uganda jobs, please remember to subscribe using the form below:
NOTE:
No employer should ask you for money in return for advancement in the recruitment process or for being offered a position. Please contact Fresher Jobs Uganda if it ever happens with any of the jobs that we advertise.
