Consumer Engagement Manager
About the position TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.
Responsibilities
- Drive execution of Agent Experience.
- Site/Agent/Team contests driven by vendor.
- Visuals to drive performance such as ranking postings, agent recognition, etc.
- Respond to UES/NPS survey results that are unfavorable to include listening to call, identifying agent opportunities and passing along to supervisor and/or coach so they can make outreach as needed to the consumer and provide necessary agent coaching/remediation.
- Completing UES/NPS documentation and coaching
- Recognize and reward positive UES/NPS surveys.
- Drive new hire engagement by posting a variety of items that would be of interest to training classes: i.e., welcome message to each class day one (1), trainee of the week recognition, graduation day announcement, etc.
- Analyze performance using tools and provide guidance to supervisors and coaches on areas to improve sales and quality performance.
- Utilize all training and contest dollars to drive behaviors needed and complete expense tracker timely.
- Work with talent acquisition to keep agents engaged and warm from hire date to training start date.
Requirements
- Must have at least 1 year call center experience
- Must be available to work any 8 hours between 7:00AM–10:00PM EST and an 5 days of the week
- Passionate about providing our consumers and agents with outstanding experience.
- Creativity and drive to create a culture that is motivating and engaging for the site agents as well as remote agents, if applicable.
- Must be a people person
- Prior stable work experience.
- Proficiency with computer and Windows PC applications which includesthe ability to learn new and complex computer system applications and apply their use for phone and non-phone activities.
- Demonstrated ability to communicate clearly and concisely verbally and in writing.
- Ability to multi-task. This includes ability to understand multiple products and multiple levels of benefits within each product.
- Ability to remain focused and productive each day though tasks may be repetitive.
- Self-driven and ambitious
- Outgoing personality with high energy
- Competencies: Consumer focus Listening Teamwork Self-motivating Multi-tasking Creativity
- Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks
- Required Skills BEST Skills Process Excellence Collaboration Communication Emotional Intelligence Open-Mindedness Critical Thinking Solution Orientation Entrepreneurship AI Proficiency Data Literacy
Benefits
- Comprehensive health benefits, which may include medical, vision, and dental.
- Employment Assistance Programs
- Health and personal time off (HPT)
- Leave programs
- Competitive 401(K) plans
- Life insurance
- Supplemental medical coverage
- Critical care insurance
- Pet insurance
- FSA plans
- Retailer discounts