Engagement & Development Staff for Customer Care

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 participant’s 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.