Call Center Manager

  • Address : Kigali, Rwanda
  • Position Type : Full Time
  • Deadline : 06-June-2016
  • Vacancies : 1
  • Required degree : none
  • Required Years of Experience : 5

About GiveDirectly

GiveDirectly is driving a re-evaluation of the assumptions 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 the emerging markets, and the large body of experimental evidence showing that direct transfers are as or more cost-effective at reducing poverty than more traditional, top-down approaches. GiveDirectly’s field operations utilize state-of-the-art technology 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 policy makers. GiveDirectly has been featured on NPR’s This American Life, and in Foreign Affairs, The Economist, and The New York Times.

Description, duties, responsibilities

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, handle any issues that arise, and answer any questions they might have. This process is called “follow-up”.

The CCM will be responsible for the efficient 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 and 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 enrollment 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 projects with non-traditional follow-up data collection

• Coordinate team field visits for vulnerable recipients and resolve any issues on the ground as necessary

Requirements and Skills

  • 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 Microsoft Excel

  • Ability to achieve targets in a high-pressure environment

  • Strong organizational skills

  • Excellent project

  • Attention to detail

  • Working proficiency in English and Kinyarwanda