Call Center Engagement Specialist (Dominican Republic)

About the role

The Call Center Engagement Specialist designs and implements gamified programs to boost associate retention, engagement and productivity within our Dominican Republic call center. Reporting to the Community & Engagement Specialist, you will create contests, games and reward systems that turn routine tasks into motivating experiences.

Key responsibilities

• Collaborate with the Operations team to review performance data and lead transformation of associate interactions.
• Identify short‑ and long‑term goals and integrate game elements into existing processes to target performance objectives.
• Partner with the Community & Engagement Specialist to develop contests and programs that drive collection goals.
• Apply game‑design principles such as achievements, status and rewards to create a socially collaborative work environment.
• Leverage new technology tools and design frameworks to build compelling contests that improve targeted performance.
• Measure program effectiveness, gather user feedback and revise contests as needed.
• Conduct regular reviews with leadership and cross‑functional teams on success metrics and improvement opportunities.
• Disseminate best practices on games, contests, programs and rewards.
• Deploy associate engagement strategies that attract candidates, retain staff and increase performance.
• Work with the US Call Center Engagement Specialist to implement games for Dominican Republic associates.
• Present return‑on‑investment analyses to stakeholders for all incentive programs.

Required profile

• Minimum 2 years of experience designing performance‑driven gamification programs; certification in gamification is a plus.
• Advanced proficiency in English (reading, writing, speaking).
• Previous call‑center management or customer‑service experience is advantageous.
• Proven ability to manage metrics, ensure customer satisfaction and report statistical performance.
• Strong analytical skills for developing and monitoring KPIs.
• Excellent written and verbal communication abilities.
• Ability to maintain a consistent full‑time schedule and multitask across projects.
• Bachelor’s degree in Advertising, Graphic Design, Business or related field preferred; high‑school diploma required.

Required skills

• Advanced Excel knowledge, including dynamic tables, pivots, graphics and automation.