Overview: High-energy role responsible for continuous staff engagement on an assigned account to drive measurable improvements in KPIs. The Ambassador designs and delivers engagement activities every operational hour, prioritizing intervals that need the most support. Incentivized based on team performance results.
Key Responsibilities:
- Plan and run hourly engagement activities from start of operations to close of business; tailor intensity to peak-risk intervals.
- Monitor hourly program performance and respond in real time to lift KPIs.
- Diagnose KPI gaps, create targeted engagement interventions, and track impact.
- Coach and motivate agents on the floor to reinforce desired behaviors and outcomes.
- Liaise with team leads, QA, and workforce management to align engagement with business needs across all LOBs.
- Report daily and weekly performance, highlighting activity-to-KPI correlations and recommendations.
Qualifications & Skills:
- Proven experience in frontline engagement, coaching, or team motivation in a contact center environment.
- Strong analytical mindset; able to read hourly dashboards and translate insight into action.
- Excellent communication, energy, and facilitation skills.
- Deep knowledge of call center operations and multiple LOBs.
- Flexible, proactive, and comfortable working in a fast-paced, results-driven environment.
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