Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
As the Engagement Coordinator you are passionate about the Team you work with - understand its vision, culture, and challenges, and want to help make it the best performing team. You will connect all support teams to build a strong affinity to our client and our 10 Things.
As the face of IntouchCX, you will help ensure that everyone in our team is aware of all the happenings within the program, what our performance looks like, share knowledge nuggets, and help build, drive and execute plans and contests to keep our teams engaged.
Every day you will work alongside the Operations team by conducting outreach and hosting meetings in order to create awareness, drive initiatives and keep constant communication flowing across the operation. To thrive in this role you must be a natural connector who is energized by the prospect of building relationships with team members, leaders, support staff and all the supporting departments at IntouchCX.
As Engagement Coordinator, You Will…
• Serve as a trusted partner to our agent community by being an expert resource and an active listener who is continually engaged with employee feedback
• Utilize our team's best practices and workflows while also bringing innovations and creative process improvements
• Demonstrate and communicate how to deliver best in class services
• Deliver constant communication on performance and key updates
• Facilitate the run of show during events
• Create an immersive brand experience for all employees that exceeds expectations
• Be a positive brand ambassador and represent IntouchCX and our client partner in a professional manner at all times
• Apply a range of traditional and non-traditional problem-solving techniques to think through and solve issues creatively to improve performance and effectiveness
• When faced with a mix of fully vetted processes, partially developed ideas, and brand new situations, you'll confront them and thrive
• Provide strong and respectful customer service skills at all times
As Engagement Coordinator, You Have…
• High School Diploma or equivalent
• Experience working in the communications, marketing, social work or human services field
• You are a self-starter who is comfortable turning big ideas into actionable processes and project plans
• You an read a room and tailor your message to a specific audience
• Excellent organizational skills
• Ability to interact with and entertain a crowd of all ages
• Strong, confident communication skills including the ability to write clearly and effectively
• Ability to build strong relationships through effective communications
• Good judgment, critical thinking and decision-making skills
• Ability to retrieve data and create clearly written summaries based on findings
• Extremely detail-oriented with strong time management and prioritization skills
• Self-motivated and disciplined to accomplishing goals
• Ability to collaborate professionally with cross-functional teams
• High-energy and positive attitude are a must for this position along with resilience, adaptability, and integrity
• Ability to work irregular/extended hours, including nights, weekends and holidays as needed
• Strong computer skills including Google Suite
• Track record of working within PCI standards preferred
Additional Requirements:
• Commitment: Desire to grow, evolve and improve
• Punctuality: Arriving on time for work is typically a major indicator of your commitment level
• Team Player: Collaborate and work well with others
• Reliability: Responsible, demonstrating good judgment in decision-making
• Communication Skills: Professionalism in written and spoken communications
• Enthusiasm: A positive attitude is contagious and results in a happy team
