Job Description
The Field Manager - Follow Up & 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 CCM 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 any resultant challenges. This follow-up and monitoring will be done in person and through our call centre. 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.
Job Industry
Position Reporting To
Job Salary Currency
UGXJob Salary Fixed
NoKey Deliverables
- Create and track work-plans for the follow up and 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
Academic Experiences
| Qualification | Industry |
|---|---|
| Bachelor'S Degree | Program/Project Implementation |
Professional Qualifications
| Industry | Qualification |
|---|---|
| Program/Project Implementation | 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 |
Special Benefits for this Position
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. The annual gross salary for this role is Ugx. 98,920,800 (monthly gross salary is Ugx. 8,243,400).