Consumer Engagement Manager

Teleperformance•Tallahassee, FL

1d•Hybrid

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.

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

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.