Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The primary role of the Concierge Specialist is to provide support to the Concierge Manager and Lead. The incumbent will help the Concierge Specialist coordinate with their Lines of Business (LOBs) on matters of Recruitment, Academy Bay or Nesting (1 week after training, pre-production transition), recognition and 30-60-90 initiatives.

As Concierge Specialist, You Will…

• Ensure that Temp Check Report is being sent along with pre-NHO keep warm process and activities plus the 30-60-90 activities
• Provides assistance to all New Hire Agents, when in doubt should align with the Concierge Lead
• May be asked to send out a calendar invite and do the minutes of the meeting during class planning
• Ensure to check KITT daily and update the NHT Retention Report tracker that also has the class monitoring for programs being supported
• Assist in the recruitment process from campaigning internal program job posts to helping out training and nesting teams address NH concerns
• Utilize all communication checkpoints to reach out to NH during keep warm process per goal post
• Campaign for the surveys initiated by Concierge as well as SP Mood Score
• Will assist in engagement activities initiated by Ops Leadership if the current classes are manageable
• Be the POC to communicate HC and insights during NHO, Training, Nesting and will provide EOD report to both Concierge and Operations
• Provide communications through creating a wave GC, utilizing email, calling and texting New Hires
• Support Training and Nesting to ensure New Hires will be well assisted
• Follow through with the attendance of the new hire participants from Orientation to Graduation, program participation til completion of 90 days, and PC Deployment concerns
• Attend HC Discussion, engagement and postmortem meetings to be well knowledgeable on updates
• Assist in implementing NH engagement activities and recognition to the program including training recognition, graduation ceremony of new hires, and following the 30-60-90 day calendar of activities for New Hires as well as help in Ops Engagement but ensures to prio those under 90 days
• Help keep track of the ff: Closing the loop for any related pre-employment requirement coordination, and maintain a tracker for operations-related updates in relation to new hires’ onboarding experience such as EWI, NHT attrition health tracker and postmortem per end of goal post
• Work collaboratively with LOBs and cascade information as necessary
• Mentor and guide the Concierge Specialist under the Concierge department to success by monitoring their performance and providing regular feedback and individual coaching to enhance or improve skills needed to meet account specific metrics
• Help leverage any implemented initiatives and enforce organization standards

As Concierge Specialist, You Have…

• High school diploma or equivalent (required)
• A resilient attitude and demonstrated adaptability
• The ability to work both independently and in team settings within a fast-paced, entrepreneurial environment
• Conflict resolution and problem solving skills
• Extensive people skills with the ability to interact with employees at all levels with diverse backgrounds
• Strong communication skills, including written and verbal
• Motivation to help others thrive at work and maintain a positive attitude
• A professional and mature attitude
• Excellent organizational skills and ability to handle a high volume of work