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**Consumer Engagement Manager

2 months ago

Providence, Rhode Island, United States Everise Full time
About Everise

Everise is a global experience company that prioritizes people-first, celebrates diversity, and incubates innovation. Our mission is to elevate customer experiences for people around the world.

We are a global organization with 13 centers around the world and a robust work-at-home program. We believe that great things happen when we work with people who think differently from us.

Job Summary

We are seeking a highly motivated and experienced Consumer Engagement Manager to join our team. As a Consumer Engagement Manager, you will be responsible for driving execution of the Agent Experience as outlined in the AE SOP.

You will be responsible for:

  • Site/Agent/Team Contests: Drive contests driven by vendors as well as UHS to motivate agents and teams.
  • Signage and Branding: Ensure that all signage and UHS brand materials are up-to-date and visually appealing.
  • Visuals to Drive Performance: Create and display visuals such as ranking postings, agent recognition, and other performance-driven materials.
  • Respond to UES/NPS Survey Results: Respond to unfavorable UES/NPS survey results by listening to calls, identifying agent opportunities, and passing along feedback to supervisors and coaches.
  • Recognize and Reward Positive Surveys: Recognize and reward agents for positive UES/NPS survey results.
  • Manage and Leverage UHS Swag and Gift Cards: Manage and leverage UHS swag and gift cards to motivate agents and teams.
  • Drive New Hire Engagement: Drive new hire engagement by posting interesting items such as welcome messages, trainee of the day recognition, and graduation day announcements.
  • Analyze Performance: Analyze performance using Clarabridge and provide guidance to supervisors and coaches on areas to improve sales performance.
Requirements

To be successful in this role, you will need:

  • Passion for Providing Outstanding Customer Experiences: You will need to be passionate about providing outstanding customer experiences.
  • Creativity and Drive: You will need to be creative and driven to create a culture that is motivating and engaging for site agents.
  • People Skills: You will need to be a people person with excellent communication and interpersonal skills.
  • Prior Stable Work Experience: You will need to have prior stable work experience.
  • Proficiency with Computer Applications: You will need to be proficient with computer and Windows PC applications, including the ability to learn new and complex computer system applications.
  • Ability to Communicate Clearly: You will need to be able to communicate clearly and concisely verbally and in writing.
  • Ability to Multi-Task: You will need to be able to multi-task, including understanding multiple products and multiple levels of benefits within each product.
  • Ability to Remain Focused: You will need to be able to remain focused and productive each day, despite repetitive tasks.
  • Self-Driven and Ambitious: You will need to be self-driven and ambitious, with a high energy level.
  • Group Retiree Additional Requirement: If applicable, you will need to be proficient with Group Retiree resources and processes.
Competencies

To be successful in this role, you will need to demonstrate the following competencies:

  • Consumer Focus
  • Listening
  • Teamwork
  • Self-Motivating
  • Multi-Tasking
  • Creativity
Training Requirements

To be successful in this role, you will need to complete the following training requirements:

  • Trainer Content Certification: If new to the UHS required Services of this Operations Guide, you will need to complete the Trainer Content Certification.
  • UHS Designated Location Training: You will need to attend the UHS designated location in one week of Operations Vendor & Consumer Engagement Manager Training conducted by UHS Vendor Management.
  • UHS Consumer/Agent Experience Training: You will need to attend the UHS Consumer/Agent Experience training.
System Requirements

To be successful in this role, you will need to have secure access to the UHS network and systems as provided to the Vendor.