This position for Customer Care Team (Operations). Engagement & Development Staff is responsible for managing internal and external competitions, designing a motivational and positive work environment, and implementing engagement activities and skill enhancement programs for the customer care team. This role also involves summarizing and analyzing agent development paths, screening candidates for outsourcing, monitoring engagement and happiness levels, establishing internal competition programs, and providing summaries of attrition rates.
Your main duties in flying with us:
Assisting The Customer Care Learning & Development Leader in Executing Competition Programs: Facilitate internal competitions within the customer care division to identify and nurture talent; handle external selection processes and debriefing materials for competitions; assist participants needs and preparation during competitions.
Assisting The Customer Care Learning & Development Leader in Fulfillment of Contact Center Agents: Manage the recruitment process, including initial candidate selection from vendors and conducting interviews to ensure candidate quality; create and report recruitment evaluations.
Creating and Assessing Attrition and Turnover Rates: Manage and update the agents database; monitor customer service attrition rates and analyze turnover rates.
Establishing and Evolving Engagement & Development Programs: Create quarterly engagement activities; develop upskilling programs for agents; develop and oversee surveys to gauge customer care agents satisfaction.
Assisting The Customer Care Learning & Development Leader in Monitoring Agents Performance: Monitor agents performance scores based on QA and Operations results; conduct best agents selection; review career paths and benefits.Mandatory belongings that you must prepare:
At least 1 year of experience in people development
At least 2 years of experience in managing customer care competitions
Experience in executing talent development programs, including competitions or challenges within the customer care industry
Strong verbal and written communication skills
Ability to work collaboratively with team members and stakeholders
Excellent writing skills, with a strong command of grammar, punctuation, and style
Creative thinking and the ability to generate unique and engaging content ideas
Proficiency in data management and analysis using tools like Excel
Proficiency in graphic design using tools like Adobe Photoshop or Canva
Ability to conduct research to gather information and data for content creation
Enthusiasm for developing and nurturing talent within the organization and a dedication to helping employees reach their full potential
Enthusiasm for creating high-quality content and staying up-to-date with industry trends and best practices
Willingness to adapt to changing content trends, platforms, and audience preferences.
