Field Manager – Call Center

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Field Manager – Call Center

Description

Field Manager - Call Center, Kampala, Uganda

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
Core competencies and experiences

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.
Why work at GiveDirectly?

At GiveDirectly, we work to ensure that you have everything you need to excel in your role and on your team, including:

A positive and supportive team with opportunities for advancement
A demonstrated commitment to helping all staff develop and grow
A competitive salary
A health benefits plan
Unlimited PTO (that we encourage staff to take!)
Read more about our ongoing diversity, equity, and inclusion efforts on our website here.

**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of "zero tolerance for sexual exploitation, abuse, and harassment (SEAH)" and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**