Engagement Manager

Job Description

We have a new and exciting opportunity for an Engagement Manager to join our Operations team. This role will help drive the success and shape the future for any planned Charity wide engagement activity carried out and align local activity with the actionplans to ensure synergy and alignment of all key objectives. To be successful in this role you will need to demonstrate excellent communication, facilitation, and stakeholder management skills. You will need to be results orientation and have demonstratableevidence of effectively driving improved performance from within a contact centre environment.As the Operational Engagement Manager, you will be the subject matter expert on all projects that may impact colleagues, developing the engagement plan and executing plans to ensure the embedding of the change does not negatively impact engagement. Communicateengagement information and update on hot topics to all key stakeholders, including the Executive and reporting on progress.With this role you will enjoy a hybrid working model, combining working from home with some days in Stepchange offices.What you will be doing

• Acting as a single point of contact for the Client Operations management team on all things Demonstrates a clear passion and commitment to making Operations a great place to work for all our colleagues at all times, via all communication mediums
• Accountable for the tracking and monitoring of colleague engagement across Client Operations
• Report on Team Leader engagement as a sperate outlet
• Demonstrate a full understanding of the level of colleague engagement across Client Operations.
• Analyse all sources of colleague engagement data to understand key areas of focus
• Accountable for the signoff and agreement of all Clients Operations messaging and communications provided by the internal communications team. To then translate Charity wide communications to meet the need of all Client Operations colleagues
• Accountable for the design and delivery of monthly meaningful MI to track operational colleague engagement
• Effectively track the delivery of the department engagement strategy. Provide full cooperation and support in developing the plans to deliver the operational strategy and alignment with overall strategy
• Builds strong working relationships with key support areas to ensure that the operation has the appropriate level of support and representation
• Acting as a single point of contact for the Client Operations management team on all things engagement

What we want from you

• contact centre knowledge and experience
• good knowledge of working in a regulated environment
• proven experience of driving and embedding a contact centre culture
• excellent facilitation skills
• strong written and verbal communication
• numerate, articulate and PC literate
• proven leadership skills with results orientation. evidence of effectively driving improved performance
• strong interpersonal skills and capable of making a significant contribution to effective working relationships
• self-starter, able to work on own initiative

Does this sound like you If so, why not apply today.

Keyskills :
Management