Field Manager, Follow up & Call Center

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

1. Create and track work-plans for the follow up and call center team
   
2. Oversee and ensure resolution of adverse events / mobile money registration problems; provide guidance on unique or challenging cases
   
3. Review weekly reports to track productivity and quality of service; design and own process of correcting slipping metrics
   
4. Monitor recipient call data to ensure data integrity
   
5. Coach field officers to identify any red flags and pick up on any un-flagged issues
   

Team management

1. 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)
   
2. Strengthen coordination systems between enrolment and follow-up teams
   
3. 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
   
4. Ensure positive team dynamics and identify opportunities for morale-building (e.g. retreats, team events, incentives schemes, etc.)
   

Systems improvement/documentation

1. Oversee implementation of technologies aimed at streamlining data collection and workflow management
   
2. Maintain updated documentation of all collected data and case-management protocols, including those aimed at ensuring data security and standardization
   
3. Identify gaps and provide solutions to address GiveDirectly’s current adverse-events / case management process
   
4. Identify and formulate solutions to address fraud vulnerability in all stages of the follow-up process (e.g. SIM-card changes)
   
5. 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

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