GiveDirectly,Call Center Manager Jobs in Rwanda

Position
Type
Full
Time
Location
Kigali,
Rwanda
Start
Date

As
soon as possible
Background
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 AffairsThe Economist, and The New York Times. It was named one of the Top
10 Most Innovative Companies in Finance by FastCompany, one of the 25 Most Audacious
Companies by Inc., and one of GiveWell’s top-rated charities
for 4 years running.
Overview
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, andanswer 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. 
Responsibilities
Design
and monitor call-center workflow
  • Create
    and track work-plans for call-center team
  • Oversee
    and ensure resolution of adverse events; 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-traditionalfollow-up data collection
Qualifications
  • 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-management skills
  • Attention
    to detail
  • Working
    proficiency in English and Kinyarwanda
If
interested please click on the link below: https://givedirectly.recruiterbox.com/jobs/fk06xoi

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