**Your main duties in flying with us**:
- ** Assisting The Customer Care Learning & Development Leader in Executing Competition Programs**:Facilitate internal competitions within the customer care division to identify and nurture talent; handle external selection processes and debriefing materials for competitions; assist participant's needs and preparation during competitions.
- ** Creating and Assessing Attrition and Turnover Rates**:Manage and update the agents' database; monitor customer service attrition rates and analyze turnover rates.
- ** Establishing and Evolving Engagement & Development Programs**: Create quarterly engagement activities; develop upskilling programs for agents; develop and oversee surveys to gauge customer care agents' satisfaction.
- ** Assisting The Customer Care Learning & Development Leader in Monitoring Agents' Performance**:Monitor agents' performance scores based on QA and Operations results; conduct best agents' selection; review career paths and benefits.
**Mandatory belongings that you must prepare**:
- At least 1 year of experience in people development
- At least 2 years of experience in managing customer care competitions
- Experience in executing talent development programs, including competitions or challenges within the customer care industry
- Strong verbal and written communication skills
- Ability to work collaboratively with team members and stakeholders
- Excellent writing skills, with a strong command of grammar, punctuation, and style
- Creative thinking and the ability to generate unique and engaging content ideas
- Proficiency in data management and analysis using tools like Excel
- Proficiency in graphic design using tools like Adobe Photoshop or Canva
- Ability to conduct research to gather information and data for content creation
- Enthusiasm for developing and nurturing talent within the organization and a dedication to helping employees reach their full potential
- Enthusiasm for creating high-quality content and staying up-to-date with industry trends and best practices
- Willingness to adapt to changing content trends, platforms, and audience preferences.