Call Center Associate Manager – Maputo

About the role

GiveDirectly is seeking a Call Center Associate Manager to lead a team of agents in Maputo, Mozambique. Reporting to the Call Center Manager, you will help ensure that recipients of cash grants receive a gold‑standard experience through effective call handling and support.

Key responsibilities

• Supervise and coach a team of call center agents on daily performance and quality standards.
• Monitor key operational metrics, ensuring targets for call volume, response time, and customer satisfaction are met.
• Provide real‑time feedback and conduct regular performance reviews.
• Collaborate with the Call Center Manager to develop schedules, training plans, and process improvements.
• Escalate complex issues and coordinate with other departments to resolve recipient concerns.

Required profile

• Proven experience supervising call center staff or similar customer‑service teams.
• Strong analytical mindset with ability to interpret performance data.
• Excellent communication and interpersonal skills.
• Commitment to GiveDirectly’s mission of delivering cash assistance to people living in extreme poverty.

Required skills

• Team leadership and coaching.
• Performance monitoring and reporting.
• Problem‑solving and decision‑making.

What we offer

• Six‑month contract with possibility of renewal.
• Monthly salary of 157,612 MZN.
• Opportunity to work in a mission‑driven, diverse, and inclusive environment.
• Professional growth within a global non‑profit organization.