Engagement Assistant

POSITION SUMMARY:

The Engagement Assistant is responsible for assisting the Engagement Specialist and the Business Operations Manager in the design, implementation and follow through of our operational gamification strategy, as well as, assisting in other operational administrative functions.

ESSENTIAL FUNCTIONS:

• Works with the Engagement Specialist to help create, execute, and participate where needed on current incentives and engagement initiatives.
• Assists with creating and producing reporting and output of information to ensure proper qualifiers are used, and the incentives results are accurate.
• Applies principles that inspire Associates to participate in activities and contests (achievements, status, recognition rewards, etc).
• Leverages new technology tools (RMG, Canva) and design frameworks to create compelling, motivating games and contests to help drive targeted performance improvement. 
• Measures program effectiveness and addresses user feedback to revise contests/games/programs as needed.
• Disseminates best practices and advice regarding games, contests, programs, rewards.
• Assists when help is needed in other areas of operations, such as reception desk or administrative coverage.
• Promotes effective working relationships with their team and other CCS departments to help achieve department/company goals and objectives.     
• Ability to work onsite/in-office in all three locations (Salem, Portsmouth, and Norwood) and in accordance with CCS and department policies and procedures.
• Ability to maintain a consistent and regular attendance in accordance with an established schedule.              

QUALIFICATIONS:

• 1-3 of Administrative Support experience preferred, relevant work experience will also be considered.  
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.
• Experience understanding, developing and monitoring Key Performance Indicators (KPIs) to drive performance and employee engagement.
• Call Center and/or Customer Service experience a plus. 
• Strong Excel experience required. Knowledge of MS Outlook, PowerPoint, Word and Excel is required.
• Must have excellent verbal and written communication skills.
• Ability to multi-task.
• Able to identify complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Able to consistently creates and develops new ways of doing things and improves projects that were previously completed.
• Must be receptive to feedback, willing to learn and embrace continuous improvement.

EDUCATION REQUIREMENTS:

High school diploma or equivalent (some college preferred)