Job Description

Job Location: Santo Domingo Office - Santo Domingo, Distrito Nacional 10119
Job Shift: Full TimePOSITION SUMMARY:
The Call Center Engagement Specialist reports to Community & Engagement Specialist and is responsible for the design and implementation of our operational gamification strategy and is in charge of creating, managing and implementing associate competitions that are designed to increase retention, engagement and productivity.
ESSENTIAL FUNCTIONS: (Each bullet should begin with a verb like below. Please end all bullets with a period)
- Works with the Operations team to review key associate, team, and client performance results by helping to lead a transformation in the way associates interact with their organization and making repetitive tasks interesting to help associates improve their skills set and to generate continuous feedback on their performance.
- Identifies short/long-term goals and objectives to drive improved results through the integration of game elements into existing processes that will target the performance objectives.
- Collaborates with the Community and Engagement Specialist to help drive the overall collection goals through the creation of games, contests, and programs leveraging data and technology.
- Creates a socially collaborative work environment and create a virtuous loop of information that can drive their engagement strategy.
- Applies principles that inspire people to play games (achievements, status, rewards).
- Leverages new technology tools and design frameworks to create compelling, motivating games and contests to drive focused, targeted performance improvement.
- Measures program effectiveness and address user feedback to revise contests/games/programs as needed.
- Conducts regular games, contests and program reviews with leadership and cross functional team members focused on success metrics and opportunities to improve.
- Disseminates best practices and advice regarding games, contests, programs and rewards.
- Deploys effective associate engagement strategies that are both beneficial to the company and its associates through various programs that are designed to attract candidates, drive associate retention and increase associate performance.
- Collaborates with the US Call Center Engagement Specialist to implement/manage games and contests for associates in the Dominican Republic facility that can inspire, motivate and drive performance improvements.
- Ensures and presents the return on investment (ROI) to the stakeholders in all efforts applied in the incentive’s contests, programs and rewards.
- Able to maintain consistent and regular attendance in accordance with an established schedule.

Qualifications
QUALIFICATIONS:
- 2+ years of experience in performance design gamification. Certification as a gamification designer is a plus.
- Advanced English proficiency (writing/reading/speaking) is required.
- Previous call center management experience a plus.
- Previous customer service experience a plus.
- 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.
- Advanced Excel knowledge (dynamic tables, pivots, graphics, automation, etc.)
- Experience with identifying complex problems, reviewing related information to develop and evaluate options and implement solutions.
- Must be able to multitask and efficiently move multiple projects forward by prioritizing time sensitive tasks and working collaboratively with cross functional teams.
- Able to consistently create and develop new ways of doing things and improves projects that were previously completed.
- Must be receptive to feedback, willing to learn and embrace continuous improvement.
- Drives and influences change and is passionate about unlocking growth and performance.
- Ability to maintain a predictable and consistent fulltime work schedule.
- Must have excellent written and verbal communication skills.
- Advanced Excel knowledge (dynamic tables, pivots, graphics, automation, etc.)
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Able to keep multiple projects and priorities forward by prioritizing time sensitive tasks and working collaboratively with cross functional teams and possess excellent decision-making skills to identify, prioritize, and articulate the highest impact initiatives.
- Able to filter and focus effort in ways that will most efficiently move projects forward leveraging cross functional teams.
- Must possess excellent teamwork and interpersonal skills.
EDUCATION REQUIREMENTS:
- Bachelor's degree in Advertising, Graphic Design, Business or another related field is preferred.
- High school diploma or equivalent required.