Job Title: Call Center Manager
Start date: As soon as possible
Reports to: Country Director
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 emerging markets, and the large body of experimental evidence showing that direct transfers are as or more cost-effective at reducing poverty than many 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 policy makers. GiveDirectly has been featured on NPR’s This American Life, and in Foreign Affairs, The 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, 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.
Design and monitor call-center workflow
You must have:
Applications will be accepted on a rolling basis.
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