Job Description

Consultant Experience Specialist

Launched in 2000, Eight Eleven Group committed to 100% organic growth, exclusively promoting from within, while always keeping culture and growth opportunity at the forefront of the business model. What began as a two-person Indianapolis startup, Eight Eleven Group has rapidly expanded to become a market-leading organization within one of the fastest growing industries today: Consulting and Professional Services.

Calculated Hire was established to provide human capital solutions to the business enterprise. Our team takes a relationship-based, solution-driven approach with Fortune 1000 clients to help them solve their human capital challenges. We are not just in the business of consulting services - we are in the business of making a meaningful and authentic impact both internally with our employees and externally with our clients and consultants.

RESPONSIBILITIES

Engagement Success

• The Consultant Experience Specialist will be responsible for consultant success at Enterprise National Accounts.
• In addition to Consultant Management core responsibilities, the Consultant Experience Specialist will also be responsible for conducting performance reviews, tracking deliverable based milestones for engagements, and supporting consultants in their milestone completion.
• When aligned to Enterprise National Accounts, client driven customization criteria will be used as a metric- including but not limited to: frequency of touch points, tech training involvement, career coaching, and client requested consultant experience initiatives.
• Engagement involvement will be determined based on number of consultants considering the level of CX involvement required per consultant.

Consultant Management

• Responsible for maintaining consultant relationships for the account team, including organizing monthly/virtual lunches, check-ins, and regular communication.
• Provide support and address consultant experience-related inquiries and concerns.
• Communicate any ad-hoc issues to recruiters and consultants.
• Monitor client and consultant satisfaction surveys to uphold high NPS results.
• Oversee consultant roll-off and ensure smooth offboarding for efficient redeployment with a recruiter.
• Maintain Consultant Experience Tracker documentation which includes identifying internal/external friction points and conducting performance reviews to support retention.
• Act as HQ liaison for consultant matters, including post-onboarding support, timecard issues, incident resolution, furlough requests, and addressing negative NPS reviews.
• Manage Calculated Hire Zendesk instance for Consultant Experience related inquiries and tickets.
• Utilize a preset budget for consistent virtual and remote experiences.
• Support recruiters with consultant experience strategies.

Success Metrics

• Conduct a periodic audit of consultant experience.
• Assist in managing the strategic design, implementation, and optimization of customer experience programs and initiatives to ensure best-in-class metrics.
• Collaborate with recruiters to meet our minimum Calculated Hire standards and ensure that consultants receive responsive and accurate support (2-hour SLA goal).
• Create and monitor consultant/account-specific dashboards, reports, and visualizations to analyze metrics and develop insights from various sources as it pertains to NPS scores, customer response rates, customer engagement, and consultant churn rate.

PAY/CONTRACT LENGTH

• $25-30/hr
• 6+ months with possibility of extension. Full time offer will be considered as well.

LOCATION:

• Hoboken, NY

WHAT YOU WILL NEED TO SUCCEED

• 1 year+ of experience organizing a project in some capacity
• HR experience preferred
• High attention to detail
• Task-driven mindset
• Ability to handle high-pressure situations
• High level of emotional intelligence
• Bachelor’s Degree

EEO STATEMENT

Eight Eleven Group is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristics protected by applicable federal, state, or local laws and ordinances.

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