Call Centre Agent (Fixed Term Contract)
Role Overview
As a Call Centre Agent at GiveDirectly, you will be the
first point of contact for program participants, ensuring they receive clear
and accurate information. Your role is vital in delivering a respectful,
dignified experience that reflects GiveDirectly’s values. You will also collect
important feedback and data that support program improvement and
accountability. Ultimately, your communication and professionalism will
directly impact the trust, transparency, and effectiveness of GiveDirectly’s
operation.
The job holder will be posted to work either in Nairobi or
Turkana county.
Responsibilities:
Recipient Engagement
- Receive
and respond to inbound calls, addressing inquiries, concerns, and
complaints with empathy, accuracy, and professionalism.
- Conduct
phone surveys to verify receipt of transfers, assess recipient
satisfaction, and identify any challenges faced during the process.
- Make
recipients aware of the objectives, conditions, and expectations of
GiveDirectly projects transparently and respectfully.
- Follow
standardised communication scripts and protocols to ensure consistency and
clarity in messaging.
- Escalate
complex or sensitive cases—especially those involving safety concerns,
fraud, or urgent needs—to supervisors through appropriate channels.
- Support
other communication platforms, such as SMS or outbound calling, to ensure
holistic recipient support.
Data Collection and Quality Assurance
- Accurately
collect, confirm, and record all recipient interactions using the
designated data collection tools (e.g, Commcare, Salesforce), ensuring
completeness and integrity of information.
- Adhere
strictly to survey scripts and question flow to maintain consistency and
data comparability.
- Flag
unclear or suspicious responses to supervisors or the Quality Assurance
(QA) team for further review.
- Support
quality monitoring efforts by cooperating with live call audits, feedback
sessions, and spot checks.
- Maintain
confidentiality and uphold ethical standards in handling recipient
information and sensitive data.
Program Support and Process Improvement
- Provide
frontline insights and timely feedback to support the smooth
implementation of GiveDirectly’s cash transfer programs.
- Identify
recurring issues, recipient concerns, or communication gaps and escalate
them to supervisors or relevant teams for resolution.
- Collaborate
with team leads, QA staff, and call centre managers to improve scripts,
workflows, and escalation procedures.
- Participate
in pilot testing or rollout of new tools, processes, or program changes,
offering input from the recipient perspective.
- Support
operational flexibility by taking on additional tasks as needed during
high-volume periods, special campaigns, or new project launches.
- Monitor
personal performance against set KPIs and suggest ways to enhance
efficiency, accuracy, and call quality.
Content Generation
- Share
insights from recipient interactions to inform the development and
refinement of scripts, FAQs, and program communication materials.
- Support
translation and localisation efforts by flagging unclear language or
suggesting culturally appropriate phrasing for communications that
showcase GiveDirectly’s impact.
Required Qualifications
- Bachelor’s
degree in Social Sciences, Development Studies, Communications, Project
Management, or a related field.
- At
least 1–2 years of call centre, data collection, or customer service
experience, preferably in a nonprofit or social impact setting.
- Experience
conducting monitoring or survey-based phone interviews is an added
advantage.
- Proficiency
in the Turkana language is a MUST.
- Fluency
in Kiswahili; proficiency in English is preferred.
- Strong
ethics and commitment to integrity, especially in handling sensitive data
and recipient information.
- Excellent
interpersonal and communication skills.
- High
attention to detail and ability to follow complex instructions with
consistency.
- Comfortable
working in rural, remote, or challenging environments.
- Tech-savvy
and comfortable using smartphones or tablets for data collection
Profile
- Effective
Communication
- Empathy
and Respect
- Data
Accuracy and Integrity
- Problem
Solving and Judgment
- Adaptability
and Resilience
- Professionalism
and Accountability
- Cultural
and Contextual Awareness
- Accountability
and Teamwork
- Alignment
with GiveDirectly
Values and active demonstration of our core
competencies: emotional intelligence, problem solving, project
management, follow-through, and fostering inclusivity.
Working at GiveDirectly
GiveDirectly is an Equal Opportunity Employer. All qualified
applicants are considered for employment without regard to the person’s race,
color, religion, national origin, sex, sexual orientation, age, marital status,
veteran status, disability, or any other characteristic protected by applicable
law.