Contact Center Engagement Specialist-Remote

The Contact Center Engagement Specialist facilitates activities and efforts across all HGV Contact Center brands to drive Team Members’ sales and service performance as well as Team Member engagement and retention. The Specialist outlines program details, gains agreement with collaborators across brands, and facilitates execution of activities and communication.

Additional Responsibilities include:

• Contests: Typically shorter activities that can range from a single day to 1-2 weeks. These will typically be aligned to have a certain number of winners for top performers across our work groups (i.e. HGV Club vs Loyalty vs Bluegreen Club.) Contests are also usually paid out in Spark points or a prize,
• Short-term Incentives: Usually longer programs than contests such as a 1-2 month ongoing Promotional Inventory incentive.
• Aligns reporting and any necessary incentive payout fulfillment across all brands:
• Customer Service Week: Leads planning, communication and coordination efforts for this annual activity, beginning 3-4 months in advance of the October celebration. Outlines theme/logo, daily activities & prizes, technical sites to be used to support engagement activities, grand prizes at the end of the week, and any gifting that may be planned for all Team Members.
• Spirit Weeks: Supports activities similar to what is noted above for Customer Service Week. Spirit Weeks can occur at separate times throughout the year and have different themes and activities such as Holidays, athletic events such as the Olympics or March Madness, and include engagement items such as photo contests, costume contests, etc.
• Work with Leaders to plan out monthly activity schedule, which can be inclusive of contests/incentive events, Spirit weeks, Town Hall meetings, and Learning & Development activities.
• Support the HGV Advisory Committee by assisting with planning monthly sessions with Leadership, coordinating meeting details with guest speakers and compiling meeting notes.
• Facilitates Attendance Program tracking and reporting for all contact center Team Members and provides transparency to Leadership team across all brands.
• Supports PTO processes such as reports and audits to assist Leadership team.
• Assists with the planning, coordination and facilitation of in-person events, as needed.
• Owns and maintains Outlook email route lists, including initial set-up and ongoing management of included Team Members (adding new hires, removing terms, etc.)

Why do Team Members like working for us:

• Day 1 Benefit Eligibility
• Recognition Programs and Rewards
• Discounted Hilton hotel rates worldwide!
• 401(k) program with company match.
• Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation
• Paid Sick Days
• Employee stock purchase program
• Tuition reimbursement programs
• Numerous learning and advancement opportunities
• Daily pay offered*
• Eligibility: All US hourly Team Members not represented by a labor organization or subject to collective bargaining agreement