LiveOps Inc.

Program Specialist

US-Remote
ID
2017-1116
Talent Acquisition Demand
1
Category
Customer Service/Support

Overview

As a Program Specialist, you will interact not only with the client, but also closely with Independent Agents to provide them with friendly and quick information and assistance. Program Specialists must be self-starters and maintain subject matter expertise for the Client's Program.

Responsibilities

  • Be knowledgeable about and maintain expertise on all facets of the program to include all necessary software tools, the LiveOps Call Center, Virtual Chat (VCC), and the client’s desktop.
  • Gain experience in all aspects of the tasks driven by the client support team to ensure coverage in all areas such as reporting, call listening, agent sessions, coverage of the client Virtual Chat room, and providing PostBox Support.
  • Consistently work toward achieving KPI initiatives through initiatives, group sessions, individual agent reach outs, and certification building.
  • Collaborate with others on the team to build and complete projects and topic initiatives.
  • Provide a positive and fair environment to all agents.
  • Report program performance or service level issues as necessary.
  • Report technical or system issues if noted in a timely manner to obtain a quick resolution.
  • Flag agent actions of concern found via the Virtual Chat room, PostBox, one-on-ones, call audits, etc…requiring further follow up.
  • Attend mandatory weekly staff meeting and one-on-ones with direct supervisor.
  • Execute all staffing, emergency and down time operating procedures as appropriate. Be knowledgeable about and able to gauge staffing levels, execute ramp seating situations, etc… to meet the client’s emergency expectations.
  • Communicate messages from LiveOps to the client and LiveOps agents utilizing proper spelling, punctuation, grammar, formatting, etc…while maintaining professionalism and consistency.
  • Complete assigned Administrative Duties including but not limited to:
    • Author and respond to agent PostBox messages.
    • Research and resolve agent issues/complaints.
    • File necessary bugs in Bugzilla.
    • Provide feedback to agents based on client feedback provided to LiveOps.
    • Provide feedback to agents based on SOW violations.
  • Be knowledgeable and proficient regarding the client process and script in order to quickly answer agent questions. Be a SME (Subject Matter Expert) in the program.
  • Attend both auditor and client call calibrations with a cross functional team in order to align on both the client processes and customer experience expectations.
  • Utilize client feedback to identify areas of opportunity that span the entire agent community.
  • Facilitate voluntary conference calls that provide an environment where agents may learn new skills, collaborate with each other on best practices, and feel comfortable asking questions.
  • Conduct readiness calls with new agents to ensure that they are ready and able to take live calls.
  • Schedule voluntary one-on-one sessions with both new and incumbent agents in order to assist in the individual learning necessary to instill confidence and obtain better call quality by that agent.
  • Quality Assurance tasks to include script QA and agent call monitoring. Listen to calls for compliance and missed quality opportunity. Agent calls should be listened to both on a daily/weekly basis in addition to quarterly side-by-side audit periods.
  • Assess performance opportunities from observations, report analysis, and client feedback and make recommendations to the Program Manager in order to execute action plans for program improvement.
  • Identify the root cause of performance issues, suggest resolutions, and implement agreed-upon resolutions.
  • Provide business support services including but not limited to:
    • Building and proofing resource documents.
    • Building and posting blogs, hypes, and MOTD updates.
    • Building and proofing session PowerPoints.
  • Travel for company business to include travel to both the client as well as internal meetings, as necessary.

 

Qualifications

  • Minimum 2-years’ experience as an active, LiveOps Independent Agent with a minimum of 1-year providing services for the client.
  • Bachelor’s Degree or equivalent work experience required.
  • Proficiency in the use of all features of the client’s claims Desktop and Knowledge Management system.
  • Hands-on personality and ability to thrive in a fast-paced environment.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills in both written communication and phone etiquette.
  • Ability and enthusiasm to work as part of an interdependent team and to build community both with the team and the LiveOps Independent Agents.
  • A genuine desire to provide superior levels of support to the LiveOps agent community.
  • Superior PC and Internet skills to include proficiency in the use of Microsoft applications such as Word,  Excel, and PowerPoint.
  • Able to complete detailed administrative projects accurately with frequent interruptions, prioritize  assignments, and coordinate several activities simultaneously.
  • Some project management and planning skills in order to successfully manage multiple, coinciding  projects.
  • High level of attention to details.
  • Ability to work a flexible schedule to include days, evenings, weekends, and overtime as needed.
  • Demonstrate and act in accordance with LiveOps Values.
  • Practice and ensure compliance with all company policies and procedures.

Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift to 50 pounds while operating office equipment and conducting daily duties.

 

About Liveops:

 

Liveops offers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand. More than 400 organizations across service industries including retail, healthcare, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

 

LiveOps offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.

 

For more about Liveops, visit http://www.liveops.com/

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