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Recipient Support Operations:
- Plan and deploy call center capacity for each Emergency Cash response.
- Recruit, onboard, train, and continuously improve call center personnel.
- Coach agents and correct workflow errors in real time.
Recipient Experience & Quality:
- Monitor interactions to catch quality issues early and improve service.
- Establish dashboards and performance metrics for recipient satisfaction.
- Analyze feedback to identify product and policy improvements.
Response Support:
- Own the long tail of recipient cases after program launch.
- Coordinate across teams to resolve issues quickly.
- Manage surge capacity consultants for recipient-facing activities.
Recipient Experience Technology:
- Partner with Product and Engineering to define requirements for support tech.
- Lead rollout of new technologies to improve outcomes and efficiency.
- Oversee AI-powered support agents for accuracy and empathy.
GiveDirectly
GiveDirectly delivers cash transfers directly to people living in poverty. They have delivered over $1B to 2+ million people across 15 countries since 2011, with a candid, analytical, and non-hierarchical culture.