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