CallCenter Associate Manager at GiveDirectly · Maputo

GiveDirectly has delivered more than $1B in cash directly to 2+ million people living in poverty across 15 countries since 2011. We believe cash transfers are one of the most scalable, cost-effective, and dignified forms of aid, with the research to back it up. Our work has been covered by The Economist, NPR, TED, and The Washington Post. We are one of Time100’s Most Influential Companies of 2026.https://www.givedirectly.org/washingtonpost-apr-2024/

Our culture is candid, analytical, and non-hierarchical. We support high ownership and real professional growth. Curious about what it's really like to work here? Read our values and hear from the people who do. If they resonate, this could be a great fit!

Mozambique Call Center Associate Manager Job Type: Contract Contract Duration: 6 months with a possibility of renewal Location: Maputo Reports to: Call Center Manager Level: Associate Manager Monthly Salary : 157,612.00 Mzn

Background

GiveDirectly (GD) provides cash grants directly to people living in extreme poverty. Since launching in 2011, GD has raised over $1B, delivered cash to more than 1.5 million recipients, launched operations in 15 countries, and continues to expand its reach across the Global South. GD has also grown the research base supporting unconditional cash with 20 randomized control trials from its programs, generating rigorous evidence across countries and contexts. 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 strive to be inclusive of all cultures and experiences while upholding our values globally. 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, veteran status, or any other status protected by law.

About this Role

The Call Center Associate Manager (CCAM) plays a critical supporting role in ensuring GiveDirectly delivers a gold-standard experience to its recipients. Working closely with the Call Center Manager, the CCAM directly supervises a team of call center agents, driving performance, providing day-to-day coaching and support, and ensuring operational targets are consistently met. The CCAM serves as the first line of supervision for call center agents, bridging frontline operations with management oversight. This role requires strong people management skills, attention to detail, and a commitment to building a motivated, high-performing team.

Position Overview

The Call Center Associate Manager is responsible for the day-to-day supervision, coaching, and performance management of a team of call center agents. The CCAM ensures team activities are executed to standard, recipient-facing calls are handled effectively, and operational data is accurately tracked and reported to the Call Center Manager.

Responsibilities

1. Performance Management

• Undertake weekly 15-minute performance review meetings (Check-Ins) with all assigned agents, reviewing overall performance from the previous week
• Listen to 2 recorded and 2 side-by-side calls per agent per week and conduct a minimum of 30-minute coaching sessions per agent per week
• Conduct weekly shift sessions/meetings with the team
• Schedule and conduct weekly agent feedback and motivation sessions on areas of improvement, and subsequently provide written reports to the Call Center Manager to support continuous improvement of GD Call Center and Field processes
• Ensure that team’s weekly activities take place (e.g. typing tests)
• Drive performance against key KPIs
• Manage Performance Improvement Plan (PIP) processes for underperforming agents

2. Call Center Agent Support

• Assist the call center team by providing floor support on recipient queries
• Handle escalated calls, including complicated Adverse Event (AE) issue
• Make and receive calls for a minimum of 1.5 hours per week to maintain direct insight into recipient interactions and better guide the team

3. Reporting and Administration

• Plan and publish weekly rosters for the team based on available workforce and scheduled tasks
• Manage team attendance by coordinating leave plans and ensuring employee records are kept up to date
• Generate real-time summarized performance reports to create visibility across the team
• Create daily team shift reports
• Ensure all necessary trackers are updated correctly and on time
• Proactively identify gaps and risks, and propose fixes, solutions, or recommendations to mitigate them
• Conduct monthly/quarterly trainings on new products and improvement areas
• Document weekly Check-In sessions using standardized coaching forms
• Prepare action plans and minutes for respective agents on Performance Improvement Plans

Key Competencies and Attributes

• Ability to maintain the confidentiality of information
• Strong interpersonal, communication, and coaching skills
• Excellent organizational skills
• Attention to detail and good numerical skills
• Ability to work effectively in a deadline-driven environment
• Maintains healthy team dynamics through well-developed conflict management skills
• Recognizes and acknowledges team and individual performance
• Alignment with GiveDirectly’s values and active demonstration of core competencies: emotional intelligence, problem-solving, project management, follow-through, and fostering inclusivity

Education and Experience

• Bachelor’s degree in a relevant professional field
• Previous experience in a supervisory or management position desirable
• Exceptional leadership ability with demonstrated success in motivating and developing junior staff
• Fluent In Portuguese , and local languages
• Proficient in MS Office Suite – MS Word, MS Excel, and MS PowerPoint
• Good understanding of Performance Management principles and processes
• Excellent coaching skills

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.

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.

Flagging for US applicants: We invite you to "Know Your Rights" as an applicant.

Commitment to Safeguarding

As a global organization working with communities to eliminate extreme poverty, GiveDirectly takes the safeguarding of its recipients, staff, and partners seriously. To that end, GiveDirectly is a member of the Misconduct Disclosure Scheme, and will systematically check with previous employers about any abuse or misconduct related matters involving potential new hires. We may also employ other robust pre-hire screens, including in-depth reference checks, criminal background checks, and sanctions screens.

These efforts help us continue to build and maintain trust with the communities we work with, and prevent abuse to our recipients and staff.

**GD is committed to observing all local, national and international laws that protect people and basic human rights of all. GD is committed to a policy of “zero tolerance when it comes to preventing, reporting, or responding to any form of abuse or exploitation.” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**

Reasonable Accommodations

We are committed to fostering an inclusive and accessible work environment. If you require any accommodations during the application or interview process, or to perform the essential functions of the role, please email us at careers@givedirectly.org with the email subject “Accommodation Needed”. We will work with you to ensure reasonable accommodations are made to support your needs.

Want to put your best foot forward on your GiveDirectly application? Take a look at our Candidate Application Prep Guide!

Referrals

Know the right person for this role? Please consider referring them. We offer a reward of $3,000 for a Senior Manager or above role, and $500 for a Manager role, paid if we end up hiring your referral. Thank you for sending great people our way!