Contact Center Culture Advisor

Homesafe Alliance - Charleston, WV

Full-time - Mid Level

Remote - Charleston, WV

251-500 employees

Truck Transportation

About the position

The Contact Center Culture Advisor at HomeSafe Alliance plays a crucial role in enhancing employee and customer experiences within the Customer Care Contact Center. This position focuses on developing a culture of trust, inclusion, and recognition while overseeing employee engagement, communications, and career development initiatives. The Culture Advisor will collaborate with various teams to foster a positive work environment and ensure that employees are motivated and engaged, ultimately leading to exceptional customer service.

Responsibilities

• Develop and oversee a Culture Strategy that supports a collaborative and communicative environment.
• Accountable for Employee Engagement, Communications, Career Development, and Culture.
• Model trust-building behaviors and elevate trust throughout the organization.
• Oversee the creation and improvement of multi-mode communication mechanisms.
• Advise and coach the broader leadership team on communications norms and best practices.
• Partner with HR and IT to ensure seamless onboarding experiences for new employees.
• Create feedback and engagement mechanisms that connect everyone to the mission and continuous improvement.
• Oversee planning and execution of team-building and fun events and activities.
• Create and execute recognition programs including peer-to-peer and performance recognition.
• Assist with Career Development for general and high-potential employees.
• Develop a diverse and inclusive work environment that inspires employee engagement.
• Measure employee engagement strategy effectiveness and continually improve.
• Contribute to the development of business requirements for systems and technology that support Employee Experience.

Requirements

• Bachelor's degree, or equivalent experience
• 5 years of progressive levels of responsibility in a contact center environment
• 2 years of developing and/or facilitating Employee Engagement/Employee Experience initiatives in a contact center environment
• Must be a U.S. citizen due to contractual requirements
• Ability to build collaborative relationships and inspire highly engaged teams in a remote environment
• Exceptional communicator that can deliver clear and compelling messages
• Ability to navigate in a fast-paced environment and prioritize tasks with competing deadlines
• Experienced with Microsoft Office Suite.

Nice-to-haves

• Experience implementing new employee experience programs
• Familiarity with the Trust Pyramid model
• Experience with military or relocation moves
• Military experience and/or immediate family member of a military member while active duty.

Benefits

• Medical, Dental and Vision Insurance
• Paid time off (PTO) Three weeks of PTO for newly hired employees
• 401(k)
• Health and Wellness Programs
• Disability, Life and AD&D insurance
• Employee Support program
• Family Support: Bright Horizons, child and elder care services
• Teladoc Medical Experts, second opinion program
• Travel Accident & Medical
• TRICARE Supplement Plan
• Voluntary Benefit Plans