Call Centre Agent (Consultant) Job at GiveDirectly (GD)

GiveDirectly (GD) aims to reshape international giving - and millions of lives - by allowing donors to provide capital grants directly to the world’s poorest. The Brookings Institution estimates that $70B of cash transfers would be required to eliminate the poverty gap; the aid sector currently spends $135B each year, much of which is allocated to evidence-free interventions. GiveDirectly wants to change that, establishing a benchmark, and in the process accelerate the end of extreme poverty. GiveDirectly has raised over $400M in revenue (>$150M in 2020 alone), while being recognized as one of the most innovative non-profit companies by Fast Company. The growing movement toward cash transfers and GD’s role in that movement have also been featured in This American Life, Foreign Affairs, The Economist, and Business Insider.

We are recruiting to fill the position below:

Job Position: Call Centre Agent, Nigeria (Consultant)

Job Location: Nigeria
Level: Officer
Reports to: Call Centre Manager

Job Description

• The Call Center Agent will play a central role in ensuring that GiveDirectly delivers a gold-standard product to donors and a positive experience to recipients.
• Call Center staff are responsible for managing GiveDirectly’s contact hotline and for monitoring our recipients after they have received transfers to ensure safe receipt and resolve any resultant challenges.
• GiveDirectly holds highly the value of keeping recipients as the priority of our work and always ensuring recipients are satisfied with how the organization relates with them. The Call Center Agent ensures eligible recipients are safeguarded, their rights are protected and that GiveDirectly is accountable to the populations it serves.
• The role will reward high-quality judgment on operational questions and challenges, work ethic, communication skills, and a strong commitment to GiveDirectly’s mission and model.
• The Call Center Agent will be responsible for ensuring high quality customer service and effective implementation of follow up processes. 
• The Call Center Agent will carry out and support a variety of activities, including answering recipient calls and following up on any reported issues to deliver GiveDirectly’s cash transfer project.
• Part of the Agent’s responsibility includes supporting the Associate Field Manager in day-to-day call center operations, including work planning, risk assessment and recipient protection.
• This is a 5-month contract position to start, with the opportunity to extend depending on funding availability and performance.
• The role will reward exceptional communication skills, attention to detail, and organizational skills.

What You’ll Do
Manage call-center workflow:

• Ensure resolution of problems raised by recipients
• Maintain high quality customer experience in responding to calls 
• Be a representative of GiveDirectly with recipients by solving any issues or concerns that may arise 

Support GiveDirectly’s fraud and safeguarding processes:

• Ensure close coordination with the Recipient Safeguarding and Advocacy team to refer any safeguarding or fraud cases
• Coordinate with field teams to ensure timely follow up and investigation

Requirements
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 who have personal or professional experience in the low-income and/or historically marginalized communities that we serve
• Previous working experience in the field with vulnerable communities (1-2 years minimum)
• Empathy, honesty, and the highest standards of integrity
• Must speak Igala and English. Speaking and understanding of Hausa & Yoruba is an added advantage
• Minimum of a Diploma or Degree in relevant field 
• Technological literacy - ability to use a laptop and relevant software to accurately record call details
• Strong interest in advancing the distinctive values and mission of GiveDirectly
• Fluency in local languages and excellent communication skills 
• 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)

About the Hiring Process
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
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