Consumer Engagement Manager

Job Summary

To enhance consumer and agent experiences, the full-time Consumer Engagement Manager will drive engagement initiatives, analyze performance metrics, and manage recognition programs across various locations, including remote options.

Key responsibilities

• Drive execution of Agent Experience through contests and performance visuals
• Analyze UES/NPS survey results and provide coaching recommendations to improve agent performance
• Engage new hires with welcome messages and recognition initiatives to foster a motivating culture

Required qualifications

• At least 1 year of call center experience
• Availability to work any 8 hours between 7:00 AM-10:00 PM EST, five days a week
• Proficiency with computer applications and ability to learn complex systems
• Demonstrated ability to communicate clearly and concisely
• Outgoing personality with high energy and a passion for consumer engagement