Call Centre Officer

GiveDirectly

GiveDirectly

This job is no longer accepting applications

See open jobs at GiveDirectly.
Lilongwe, Malawi
Posted on Tuesday, May 2, 2023

About GiveDirectly

GiveDirectly (GD) provides cash grants directly to people living in extreme poverty. GD has raised over $800M since launching in 2011, delivered cash to more than 1.2 million recipients, and launched offices in 11 countries. We’re continuing expansion across the Global South. Over the past decade, GD has also supported large-scale, experimental research, expanding the evidence that cash has a positive short and long-term impact on recipients. As a result, GD has been celebrated as one of the most innovative non-profit companies by Fast Company, while the growing cash transfer movement (and GD’s leading role within it) has been featured in the New York Times Magazine, This American Life, Foreign Affairs, and The Economist.

Across our global offices, our culture is candid, analytical, non-hierarchical, and agile. We work alongside 750+ individuals who come from 21 different countries and speak 69 different languages. Team members at GiveDirectly attest that diversity, equity, and inclusion are not just buzzwords, but a fundamental part of our culture and values. We actively seek to recruit individuals from the communities we serve, and use DEI as a lens in our hiring practices, programs, and initiatives. Our goal is to maintain a workplace where everyone can bring their authentic selves to work, and feel valued and respected for who they are. We continue to grapple with balancing inclusivity of all cultures and experiences while maintaining cohesion in our values. While there is much that we are still learning, we take care of one another, have fun, as well as provide flexible working hours wherever possible.

We are proud to be an equal opportunity employer, and we do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other status protected by law.

Overview: The Call Centre Officer will play a critical day-to-day role in delivering GiveDirectly’s gold-standard cash transfer product to donors and recipients. The Call Centre Officer will carry out and support a variety of activities, depending on his / her team assignment and GiveDirectly’s needs on any given day. In short, the Call Centre Officer will be responsible for executing the recipient surveys and associated processes that facilitate GiveDirectly’s unique cash transfer model. 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.

Responsibilities

  • Follow up surveys: call recipients to administer surveys over the phone, to collect data used to improve the program and uncover any recipient problems.
  • Hotline calls: answer the phone as recipients call in with questions or concerns, answering their questions and escalating any problems as necessary.
  • Registration problem resolution: call the recipients who have not registered with Airtel money or who have registered with the wrong name(s), and advise them on how to register
  • Adverse Events Resolution: assist / advise recipients who have reported problems related to the program.
  • A given Call Centre Officer may participate in these activities to varying degrees depending on the organization’s needs.
  • A Call Centre Officer may be rotated through these responsibilities in order to foster professional development and growth.

Required qualifications:

  • The ideal candidate for the job opportunity must hold a Degree in a relevant field
  • One to two years' experience working in the development sector
  • Experience working in a call centre
  • Computer and mobile device data entry knowledge and experience with good typing skills
  • Empathy, honesty, and the highest standards of integrity
  • Strong interest in advancing the distinctive values and mission of GiveDirectly
  • Fluency in Chichewa and English and excellent communication skills
  • Patience and good judgment in resolving recipient problems

**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of “zero tolerance for sexual exploitation, abuse, and harassment (SEAH)” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**

Read more about our ongoing diversity, equity, and inclusion efforts here and about our decision to move our central support teams to remote first here.

About the hiring process

Format: 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 interview!

**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of “zero tolerance for sexual exploitation, abuse, and harassment (SEAH)” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**

#BI-Remote

#LI-REMOTE

This job is no longer accepting applications

See open jobs at GiveDirectly.