Field Manager, Follow up & Call Center job at GiveDirectly

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 $1B since launching in 2011, delivered cash to more than 1.5 million people in 15 different 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.

Our culture is candid, analytical, agile, and non-hierarchical. Our global team of ~150, and country operations teams of ~650, together come from 21 different countries speaking 69 different languages. From software engineers to seasoned humanitarian workers, former management consultants to public servants, researchers to field operations -- it’s an incredible group of people.

Our values are central and deliberately opinionated. We genuinely center the people we serve in our decision making, and strive to build an ambitious, dynamic and high performing environment. We strongly encourage you to read through our values carefully, if they reflect how you like to work and energize you, this could be a great fit.

We work hard to create an environment in which all our team members can thrive, succeed and grow. We support flexibility, take care of each other, have fun, and create professional growth opportunities.

Job Title: Field Manager, Follow up & Call Center

Location: Kampala, Uganda

Reports to: Program Manager

Background:

GiveDirectly (GD) provides cash grants directly to people living in extreme poverty. GD has raised over $800M since launching in 2011, delivered cash to more than 1.2 million recipients, and launched offices in 11 countries. We’re continuing expansion across the Global South. Over the past decade, GD has also supported large-scale, experimental research, expanding the evidence that cash has a positive short and long-term impact on recipients. 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) has been featured in the New York Times Magazine, This American Life, Foreign Affairs, and The Economist.

Across our global offices, our culture is candid, analytical, non-hierarchical, and agile. We work alongside 750+ individuals who come from 21 different countries and speak 69 different languages. Team members at GiveDirectly attest that diversity, equity, and inclusion are not just buzzwords, but a fundamental part of our culture and values. We actively seek to recruit individuals from the communities we serve, and use DEI as a lens in our hiring practices, programs, and initiatives. Our goal is to maintain a workplace where everyone can bring their authentic selves to work, and feel valued and respected for who they are. We continue to grapple with balancing inclusivity of all cultures and experiences while maintaining cohesion in our values. While there is much that we are still learning, we take care of one another, have fun, as well as provide flexible working hours wherever possible. We are proud to be an equal opportunity employer, and we do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other status protected by law.

Overview:

The Field Manager - Follow Up & 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 CCM 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 any resultant challenges. This follow-up and monitoring will be done in person and through our call centre. 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.

Responsibilities:

• Design and monitor follow up and call-center workflow
• Create and track work-plans for the follow up and 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 follow up and call-center 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 teams
• Identify opportunities for “specialization trainings” on different follow-up and call center 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

Desired qualifications:

• University Degree in relevant field
• Strong analytical and technical skills
• Exceptional leadership ability with demonstrated success in motivating and developing front line managers
• Strong interest in improving GD’s follow Up processes and systems
• Hands on, metrics and reporting
• Demonstrated work ownership and initiative, while effectively communicating gaps and risks
• Experience managing a call center
• Previous working experience in Humanitarian sector is an added advantage

• Design and monitor follow up and call-center workflow
• Create and track work-plans for the follow up and 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 follow up and call-center 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 teams
• Identify opportunities for “specialization trainings” on different follow-up and call center 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

• Strong analytical and technical skills
• Exceptional leadership ability
• Effective communication skills
• Attention to detail
• Organizational skills
• Experience managing a call center

• University Degree in relevant field
• Demonstrated success in motivating and developing front line managers
• Strong interest in improving GD’s follow Up processes and systems
• Hands on, metrics and reporting
• Demonstrated work ownership and initiative
• Ability to effectively communicate gaps and risks
• Previous working experience in Humanitarian sector is an added advantage