The Field Manager – Call Center (CCM) will play a central role in ensuring that GiveDirectly delivers a gold-standard product to donors and a positive experience to recipients. The Field Manager will oversee staff on multiple projects that are responsible for monitoring our recipients after they have received transfers – to ensure safe receipt, collect stories on recipient chosen use of the cash and resolve and resultant challenges. This follow-up and monitoring will be done in person and through our call center. 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.

Responsibilities
• 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)
• 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.