A GiveDirectly pretende recrutar para o seu quadro de pessoal um/a Gerente de Call Center.
Role Overview:
The Call Center & IT Support 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 person will oversee staff on multiple projects that are responsible for monitoring our recipients after they have received transfers – to ensure safe receipt and resolve any resultant challenges. This follow-up and monitoring will be done in person and through our call center. He/She will be responsible for the efficient and effective implementation of the follow-up process, including tracking the 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. Additionally, the CCM will act as the IT focal point for the national team and must be proficient in end user and desktop support, with an understanding of endpoint security and mobile device support across Android and iOS platforms. Expertise in managing call center applications and infrastructure support is also desirable. 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 Associate Field managers (AFMs) to identify any red flags and pick up on any un-flagged issues
Team management
- Oversee coordination and management of professional development and training of call-center agents (e.g. trainings on all new protocols for existing team as well as all training for new staff)
- Strengthen coordination systems between enrolment and follow-up
- Identify opportunities for “specialization trainings” on different follow-up functions (e.g. Case management) 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 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 department & Vendors, and taking on occasional strategic projects to improve call center operations and performance.
IT Support
- Provide first-line technical support to end users via various channels, including in-person, phone, email, and remote assistance.
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals.
- Implement and maintain endpoint security to safeguard against cyber threats and ensure compliance with the GD security policies.
- Administer and support call center applications and infrastructure, including troubleshooting telephony issues, managing call queues, and optimizing system performance.
- Document technical procedures, user guides, and troubleshooting steps to facilitate knowledge sharing and improve support efficiency.
Other
- Coordinate special fundraising, operational, or research projects with non-traditional follow-up data collection
Core competencies and experiences
- University Degree in any related field.
- Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve goals.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management.
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
- Proficiency in call center technology and software applications, including CRM systems and workforce management tools.
- 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”
- Proven experience in end user support and desktop support roles, preferably in a multinational environment.
- Strong understanding of endpoint security principles and experience with security tools such as antivirus software, firewalls, and intrusion detection/prevention systems.
- Proficiency in managing internet connectivity and security protocols, including VPNs, firewalls, proxy servers, and SSL/TLS encryption.
- Understanding of call center applications and infrastructure, such as IVR systems, and CTI integrations.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
- Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
- Experience managing a call center (will be considered but not required), with a minimum of 2 years in a leadership role.
- 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.