Associate Field Manager- Call Center (Grand Bassa)

Grand Bassa Full-time

Role: Associate Field Manager (AFM), Follow Up Team

Location:  Grand Bassa County, with occasional visits to head office in Monrovia

Manager: Field Director

Language Requirement: Fluent in Bassa (Kindly note that only applicants who speak and understand Bassa will be accepted; Tests shall be conducted to evaluate language proficiency).

Applicants are encouraged to apply as soon as possible, as applications will be reviewed on a rolling basis. GiveDirectly reserves the right to recruit candidate before the specified end date.

 

Overview: The Associate Field Manager, Follow-Up (Flup AFM) will play a central role in ensuring that GiveDirectly delivers a gold-standard product to donors and recipients. The Flup AFM will manage Follow up, Field Officers (FOs) on the Kings Philathropy campaign. The follow-up team is responsible for (i) speaking to all of our recipients before they receive transfers (mostly by phone but sometimes in the field); (ii) picking up, tracking, and resolving adverse events such as fraud or conflict; (iii) picking up, tracking, and resolving mobile money registration problems; and (iv) receiving inbounds calls on a hotline. The individual in the Follow-Up AFM position will own day-to-day management of the team, including: daily work planning and team management, tracking team and individual performance; achieving targets; coaching field officers; and identifying opportunities for risk mitigation and process improvement. The Associate Field Manager will serve as the key eyes and ears resource on the ground and will be responsible for regularly synthesizing updates on team performance as well as successes and challenges. The role will reward exceptional personnel management, organizational skills, high-quality judgment on operational challenges, and a strong commitment towards driving both team and individual productivity and quality.  

 

Responsibilities: Call center and field management (20%)

  • Meet with Field Manager at least monthly to align on any adjustments to work plan.
  • Meet with field teams as necessary to align on daily plans and problem-solve challenges. Coordinate team approach for surveys to maximize efficiency and efficacy (e.g. allocating call center roles by transfer type, hotline, adverse events, and registration problems).
  • Track FO productivity & quality of service, including reviewing operational reports each week; discuss team and individual performance weekly with FOs and FM; own course correction if metrics are slipping.
  • Keep senior management informed of key risks to work plan (e.g. adverse event / registration problem counts, monthly recipient transfer-readiness, rumours about GiveDirectly, mobile money agent fraud, etc.).
  • Weekly meeting with other members of field management (FM, AFMs) in order to discuss challenges and propose solutions.
  • Manage periodic team trips to the field to follow-up with vulnerable recipients, hard to reach recipients, and adverse event / registration problem cases.

 

Data collection and process improvement (20%)

  • Vet new versions of surveys, including impact on staff productivity and follow-up data quality, and recommend survey improvements as necessary (e.g. potential process, risk mitigation, or data management gaps).
  • Raise ideas for continuous improvement to the enrolment process /recipient experience; execute process improvements.
  • Collect surveys ~ 1-2 days a week in order to help teams achieve targets and to help identify areas for improvement.

 

Quality control (15%)

  • Monitor and ensure quality control while the staff conduct surveys. 
  • Periodically check and review FO data. Coach staff to correct any issues observed.
  • Spend 1-2 day resolving difficult cases in the field that require special attention (hard-to-find recipients, cases of potential fraud)

 

Field Officer management and development (15%)

  • Coach FOs on challenges. Provide additional case-specific input as requested by FO (e.g. ambiguity around adverse event). Exercise judgment and escalate recurring issues or questions to CCM/CD to align on approach.
  • Coach FOs who are underperforming and provide disciplinary measures if necessary.
  • Encourage teamwork and improve morale through mentorship, affirmations, and various management initiatives.
  • Spend 1-2 days shadowing staff in order to identify areas for improvement and professional development, particularly during staff training.
  • Conduct monthly performance check-ins with direct reports and semi-annual performance reviews.

 

Other (10%)

  • Arrange interview logistics and conduct interviews for new FOs (after initial screen from HR Manager). Recommend potential hires to CCM for final approval. 
  • Provide initial training to newly hired FOs and on-going professional development to staff. Participate in meetings with district, county, and sub-country officials as necessary.
  • Assist with communicating and executing new projects/pilots/technologies (e.g. software changes and upgrades, recipient targeting projects, content collection for website and mobile app, etc.).
  • Assist with response to crisis events (e.g. refusal spikes, government shut-down, coordinated fraud, etc.)
  • Promote effective team culture by encouraging recognition of positive achievements, planning team events periodically, and other team-building initiatives.

 

Administration (20%)

  • Carve out time each week in order to complete administrative tasks and meetings.
  • Ensure all allowance requests and spent allowance requests are submitted correctly and promptly. Process leave requests so as not to conflict with work planning and operations.
  • Resolve miscellaneous equipment requests.
  • Participate in a weekly field management forum to problem solve and collaborate on work planning.

 

Qualifications

  • First Degree in sociology, management, communications or any relevant discipline
  • Exceptional leadership ability with demonstrated success in motivating and developing junior staff exceptional ability to problem-solve complex operational challenges over the phone and in the field
  • Analytical and call centre/follow up skills, including proficiency with Microsoft Excel
  • Experience working in a call centre environment within a telecommunication company or INGO.
  • Strong typing skills
  • Strong interest in being the engine of the day-to-day call centre team and work
  • Demonstrated ability to work in a highly independent and self-directed manner, while effectively communicating upwardly about gaps and risks
  • Fluency in English and Bassa
  • Strong communication and relationship building skills and the ability to represent the organization effectively to external parties
  • Alignment with GiveDirectly core values and commitment to advancing GD’s mission
  • Positive attitude, strong work ethic, and team-player mentality 

 

Benefits and terms:

  • Health insurance
  • Up to 5% annual bonus and raise in line with inflation rate in the country
  • Work Monday through Friday with additional compensation for work on Saturday if needed
  • Field-based: must be willing to work in any of GiveDirectly’s locations
  • Allowances provided as needed for travel, airtime, or other reasons.
  • Strong alignment with GD values (below)

GD Values

  1. Recipients first.

We prioritize recipient preferences over those of donors or ourselves.

We do not impose our preferences, or judgments, on the beneficiaries; instead we respect and empower them to make their own choices, elevating their voices in the global aid debate. This value is core to GiveDirectly’s identity as the first organization exclusively devoted to putting the poor in control of how aid money is spent. It comes at a potential cost, as it means that neither we nor donors get to set priorities (and we may even lose some “efficiency” in providing this option).

  1. Team next.

We do what’s best for organizational - not individual - success.

This is a team sport, where we will succeed (or fail) together. The best players are not those with the best individual statistics, but those with biggest impact on our overall performance. We avoid territoriality, self-promotion, and I’m above this attitudes.

  1. Be proactively candid.

Wsay what we believe, and are honest in sharing information.

Having confidence that other people are telling us what they truly believe, without gloss or omission, is critical to effective communication and to our ability to learn and grow from feedback. We owe it to each other - and our donors - to instill this confidence even though giving and receiving information candidly are unusual in both professional and social life, and can be very uncomfortable.

  1. Create positive energy 

We strive to be a source - not drain - of energy for our colleagues.

Our work is hard, practically and emotionally, and we cannot overemphasize the importance of maintaining a positive attitude, enjoying the company of our colleagues, and not taking ourselves too seriously.  In doing so, we aspire to generate energy and excitement amongst our colleagues in pursuing our mission. This should not preclude candor, and we aspire to achieve both.

  1. Think rigorously; act quickly.

We are intellectually rigorous with a drive towards action - not debate.

We reason from first principles, grounding our decisions in objective claims about the world, rather than hard-to-disprove assertions or hierarchy. We aim to brainstorm inclusively and respectfully, but critically self-vet ideas we put forward, so as to ensure productive and prudent decision making.

 Demanding this level of rigor forces us to think harder about decisions and our assumptions than we otherwise might. This is a real cost. It can be taken too far: it is possible to overthink decisions, and we avoid debate for the sake of debate.  We are not here to philosophize or ensure consensus. We decide and act quickly, avoiding getting bogged down in debates.

  1. Accept reality. Propose solutions.

We do not dwell on problems. We work actively to create solutions.

There will always be an endless list of things to improve. We focus on the things that can be changed; find the most important of those things, and propose actionable answers. We do not allow “problems” to weigh us down and be a source of negativity.  We are forward looking, which we believe not only leads to better team outcomes, but also creates a more enjoyable, energizing environment for all.

  1. Be productively ambitious.

We take the risks to pursue industry-changing success, not incremental progress.

We seek step-change improvements at all levels, and are willing to make big-bets; we do not accept complacency nor do we simply optimize existing processes. In doing so, we allow ourselves to dream big with a belief that perceived constraints are merely opportunities for creativity.

 Such ambition not only requires hard work (i.e., this is not a 9-5 job), but also a willingness to accept and learn from temporary setbacks and failures.  In accepting these failures, we’re conscious to not point fingers, nor obsess over “mistakes” made. 

  1. Know yourself and grow.

We recognize and accept our imperfections with a focus on growth.

We are an organization of exceptional people and trust in each other’s abilities, yet we recognize that none of us is perfect. We strive to maintain an accurate understanding of our individual and institutional strengths and weaknesses, in order to position ourselves to maximize our chances of success.

 At the same time, we seek personal growth for ourselves and our teammates. Feedback is given with a spirit of helpfulness; and sought out with a desire to learn.