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Call Centre Manager

Abuja

  • Organization: GiveDirectly
  • Location: Abuja
  • Grade: Mid level - Mid level
  • Occupational Groups:
    • Operations and Administrations
    • Managerial positions
    • Sales and Marketing
    • Customer services
  • Closing Date: Closed

About GiveDirectly

GiveDirectly (GD) provides cash grants directly to people living in extreme poverty. Since launching in 2011, GD has raised over $1B, delivered cash to more than 1.5 million recipients, launched operations in 15 countries, and continues to expand its reach across the Global South. GD has also grown the research base supporting unconditional cash with 20 randomized control trials from its programs, generating rigorous evidence across countries and contexts. As a result, GD has been celebrated as one of the most innovative non-profit companies byFast Company, while the growing cash transfer movement (and GD’s leading role within it) has been featured in theNew York Times Magazine,This American Life,Foreign Affairs, andThe 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 strive to be inclusive of all cultures and experiences while upholding our values globally. In the spirit of our "Know Yourself and Grow" value, we recognize there is always room to improve our team's working experience. But day to day, we aim to "Create Positive Energy" - we take care of one another, have fun, aim to maximize flexibility and accessibility in roles, and pursue professional development opportunities to stay challenged & engaged in our work. 

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, veteran status, or any other status protected by law.

About this role

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..

Level: Manager

What you’ll do:

Design and monitor call-center workflow

    • Create and track work-plans for 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 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)

Support rapid project staffing.

    • Support rapid project staffing for new awards and domestic disaster response, including finalizing the job descriptions/status (temp/part-time, staff/contract)

Others

    • Coordinate special fundraising, operational, or research projects with non-traditional follow-up data collection

What you’ll bring:

  • 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 with personal or professional experience in the low-income and/or historically marginalized communities we serve.
  • Must speak English or any other major Nigerian language. Bonus if you speak Hause, Ibo or Yoruba
  • 3-5 years Previous working experience in the field with vulnerable communities 
  • Minimum of a Degree in relevant field 
  • 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 spreadsheet applications like Microsoft Excel or Google Sheets
  • Technological literacy - ability to use a laptop and relevant software to accurately record call details
  • Comfort working in a high-pressure and dynamic environment
  • Great organizational skills
  • Keen eye for detail
  • Empathy, honesty, and the highest standards of integrity
  • Patience and good judgment in resolving recipient problems 

    Compensation

    At GiveDirectly, we strive to pay our employees generously and equitably. We use an accredited third party salary aggregator to ensure that staff’s total compensation package (base compensation + bonus)  falls within the 75th percentile of similar roles, at similar organizations. We also have a no negotiation policy to ensure we are paying staff equitably across roles. 

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 robust health benefits plan (exact details will vary by country)

 

Read more about our ongoing diversity, equity, and inclusion efforts here and about our decision to move our central support teams to remote first here.

 

About the hiring process

Format: The hiring process follows the same general outline for all open roles:

First interview (30 mins)Take home skills assignment (~2 hours)Second interview (1 hour)*Third interview (1 hour)*Final interview (1 hour)Reference checks (30 mins each)

*For some roles, second & third interviews are combined into a panel interview. If there are adjustments or variations on this process, those changes will be communicated during the first interview.

Venue: We conduct interviews over Google Meet with camera on (unless communicated otherwise).

Accessibility: Closed captioning is available during all Google Meet interviews, and interviewers will also post interview questions in the chat box throughout the call. If you need assistance accessing either of these features, please let your interviewer know at the start of your interview! 

We’re committed to running an inclusive and accessible application process for all of our open roles. If there are questions or concerns you have about the accessibility of our hiring process, we warmly invite you to reach out to careers@givedirectly.org

 

**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.**

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