Rewards and Recognition Consultant

Business Unit
Call Center

Exemption Status
Exempt

Management Level
Individual Contributor

Compensation Grade
ACE 16

Incentive Plan
Annual High Performance

Incentive Target
8% Incentive Target

Job Summary
This position is responsible for developing, implementing, and overseeing the contact center Rewards and Recognition programs designed to create a positive work environment; foster enthusiastic and productive employee teams; favorably impact member satisfaction and policy and procedural compliance; and boost employee morale, attendance, and retention.



Job Duties

Identifies and promotes ways in which contact center staff is motivated to provide information and services that match specific member needs consistent with the enterprise MRM strategy. Develops Rewards & Recognition programs based on identified needs. Runs campaigns.Develops eCommunications that generate interest and excitement, promotes learning and development, provides timely information, and achieves clarity of message.Measures the success of all programs against their respective goals and report findings to R/D management and the PPG Manager.Plans and executes various staff communication events, such as meetings, huddles, web forums as needed to promote various initiatives and to generate employee engagement and momentum.Develops, maintains, and publishes monthly and quarterly calendar of events.Recommends, organizes, and executes miscellaneous and periodic celebrations to recognize specialized achievements not necessarily tied to the larger R&R program(s).Develops seasonal promotions throughout the year to meet the cyclic needs of the business unit.Maintains integrity of all Rewards and Recognition programs and initiatives through careful tracking; storage and distribution of gift items consistent execution of the programs across all contact centers. and meticulous follow-through.Performs all other duties and responsibilities as assigned or required.Works independently with minimal supervision. Makes decisions regarding program development that meet pre-defined objectives in order to balance corporate goals, objectives, and budget with employee satisfaction.Refers large scope items such as method to correct failure of a specific program or program cost approval to management.

Qualifications

Bachelors Equivalent combination of education and experience4-6 years Call center service/operations. RequiredProven ability to achieve high service quality results.Ability to work with mid-level and senior management required.Advanced written and oral communication skills are requiredDemonstrated organizational and time management skills.Ability to create and deliver presentations required.Proficiency in using Microsoft Office software, including Outlook, Word, PowerPoint, Excel, and Access. Position requires travel to A/O and all contact center sites for meetings and events.Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State

Scope

Work is accomplished with moderate supervision. Follows established and detailed directions. Work is reviewed for accuracy and overall adequacy.Provides resolution to an assortment of problems that are typically well defined, but some clarification or judgment is required to determine action, as additional information about the problem/task is discovered. Uses judgment within defined practices/procedures to determine appropriate action. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but the majority of tasks take up to several weeks to resolve.Under general supervision, proceeds alone for regular duties, referring questionable cases to supervisor.Individual ContributorFailure to achieve results or erroneous judgments may require the allocation of additional resources to correct and/or achieve goals.Contacts are primarily within the department or function with occasional cross-functional interfaces. Some limited external customer contact on routine matters.

The starting pay range for this position is:

$71,100.00 - $94,800.00

Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.