Consumer Engagement Manager

TP Job Opportunity

TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.

TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This is a temporary position that might end by or before December 7, 2026.

Responsibilities

• Drive execution of Agent Experience.
• Site/Agent/Team contests driven by vendor.
• Visuals to drive performance such as ranking postings, agent recognition, etc.
• Respond to UES/NPS survey results that are unfavorable to include listening to call, identifying agent opportunities and passing along to supervisor and/or coach so they can make outreach as needed to the consumer and provide necessary agent coaching/remediation.
• Completing UES/NPS documentation and coaching
• Recognize and reward positive UES/NPS surveys.
• Drive new hire engagement by posting a variety of items that would be of interest to training classes: i.e., welcome message to each class day one (1), trainee of the week recognition, graduation day announcement, etc.
• Analyze performance using tools and provide guidance to supervisors and coaches on areas to improve sales and quality performance.
• Utilize all training and contest dollars to drive behaviors needed and complete expense tracker timely.
• Work with talent acquisition to keep agents engaged and warm from hire date to training start date.

Qualifications

• Must have at least 1 year call center experience
• Must be available to work any 8 hours between 7:00AM–10:00PM EST and an 5 days of the week
• Passionate about providing our consumers and agents with outstanding experience.
• Creativity and drive to create a culture that is motivating and engaging for the site agents as well as remote agents, if applicable.
• Must be a people person
• Prior stable work experience.
• Proficiency with computer and Windows PC applications which includes the ability to learn new and complex computer system applications and apply their use for phone and non-phone activities.
• Demonstrated ability to communicate clearly and concisely verbally and in writing.
• Ability to multi-task. This includes ability to understand multiple products and multiple levels of benefits within each product.
• Ability to remain focused and productive each day though tasks may be repetitive.
• Self-driven and ambitious
• Outgoing personality with high energy
• Consumer focus
• Listening
• Teamwork
• Self-motivating
• Multi-tasking
• Creativity
• Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks

Required Skills: Process Excellence, Collaboration, Communication, Emotional Intelligence, Open-Mindedness, Critical Thinking, Solution Orientation, Entrepreneurship, AI Proficiency, Data Literacy

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.