at HomeSafe Alliance in Springfield, Illinois, United States
Job Description
Title:
Contact Center Culture Manager
HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.
The vision for Customer Care is to transform the military move experience as a centralized support resource; delivering timely and trusted information and advice, peace of mind, and exceptional service to customers and business partners, until all belongings are home safe .
The Culture Manager will be a member of the Employee Experience Team supporting the Customer Care Contact Center and will support the delivery of exceptional experiences for both employees and customers. The Culture Manager will hire and lead a small team and be responsible for communications, employee engagement, and career development as we grow to a 300+ employee virtual contact center. This role will partner closely with Care Center Customer Experience and Performance Optimization teams and the broader leadership team to build a model culture of trust, inclusion, feedback, and recognition. An exceptional Employee Experience leads to an exceptional Customer Experience, and the Culture Manager will both establish strong foundations of and continually improve upon our winning culture where employees want to work, contribute, and thrive.
POSITION DESCRIPTION:
+ Develop and oversee a Culture Strategy that supports a collaborative and communicative environment, ownership through robust feedback mechanisms, meaningful development and professional goal achievement, recognition, and fun.
+ Build, lead, and coach a small team accountable for Employee Engagement, Communications, Career Development, and Culture.
+ Establish and align the organization’s Mission, Vision, and Values.
+ Be a leader modeling trust-building behaviors and elevate trust throughout the organization.
+ Oversee the creation and improvement of multi-mode communication mechanisms including team and town hall meetings, periodic and ad hoc newsletters, change management and crisis communications, and other internal communications platforms.
+ Oversee content creation and maintenance of our Contact Center Intranet site.
+ Advise and coach both direct reports and the broader leadership team on communications norms and best practices.
+ Partner with HR and IT to ensure a seamless onboarding experience for new employees.
+ Create feedback and engagement mechanisms that connect everyone to the mission and continuous improvement such as focus groups, voice of the employee surveys, etc.
+ Oversee planning and execution of teambuilding and fun events and activities.
+ Create and execute recognition programs including peer-to-peer and performance recognition, milestone celebrations, and friendly competitions.
+ Assist with Career Development for general and high-potential employees, including Individual Development Plans, career planning, professional learning resources, mentoring, incentives, resume/interview preparation.
+ Be intentional with developing a diverse and inclusive work environment that inspires employee engagement and enhances culture to improve the overall employee experience.
+ Measure employee engagement strategy effectiveness and continually improve.
+ Contribute to the development of business requirements for the systems and technology that enable and support Employee Experience.
+ Perform other duties as assigned
QUALIFICATIONS AND SKILLS REQUIREMENTS:
+ Bachelor’s degree, or equivalent combination of work experience, education and training in lieu of degree
+ 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
+ Proven ability to build collaborative relationships and inspire highly engaged teams in a geographically distributed/remote environment.
+ Exceptional communicator that can deliver clear and compelling oral and written messages, flexing to meet the needs and styles of varied audiences.
+ Demonstrated capability to navigate in fast-paced environment and prioritize tasks with competing deadlines.
+ Experienced with Microsoft Office Suite.
PREFERRED
+ Military experience and/or immediate family member of a military member while active duty.
+ Experience with military or relocation moves
+ Experience implementing new employee experience programs
+ Familiarity with the Trust Pyramid model.
Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required.
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
+ And more!
HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
HomeSafe? – Delivering Solutions, Changing the World.
HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.
More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we’re proud to say that HomeSafe is positioned to improve the customers’ moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time.
With cutting-edge technology and proven logistics expertise, we’re transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We’re dedicated to making sure that every move is better than the last.
We thank you for your service, and for the privilege of serving you in return.
A t HomeSafe, We Deliver.
Fraud Alert
Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe’s name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.
HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.
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
