LiveOps Inc.

  • Implementation Manager

    Job Locations US-AZ-Scottsdale
    ID
    2018-1182
    Talent Acquisition Demand
    1
    Category
    Operations
  • Overview

    Our rapidly growing Client Solutions and Implementation team is seeking a unique individual with the ability to lead new program launches with operational excellence and drive continuous improvements to the implementation process. Incumbent must provide program level leadership, direction and motivation. This position can be located anywhere in the US.

     

    The role requires the individual to have:

    •  The ability to develop and maintain strong relationships across cross functional organizations
    • The ability to inspire support, effect change, and solve problems
    • The ability to effectively interact with clients and prospects
    • The ability to identify and mitigate operational risks associated with new program launches
    • Project Management experience and exceptional organizational skills
    • Strong communication skills (written and verbal)

    Responsibilities

    • Single point of accountability for all aspects of support needed to effectively and efficiently plan, design, and implement new programs
    • Lead the team and the client to gather dependencies, obtain necessary information, and establish timelines
    • Develop and maintain project plans that support achievement of program-specific performance goals and quality targets
    • Internal and external issue and risk management; ensuring that issues and escalations are recognized and resolved without delay
    • Collaborate with the launch support team to ensure timeliness of deliverables and focus on client expectations (KPIs)
    • Interact with clients as the key point of contact during the implementation process building confidence with proactive communication
    • Ownership and communication of our scoping and implementation processes; including maintenance of launch plans, scoping questions, and process documents
    • Scope and assess new business opportunities with the Sales and Operations teams

    Qualifications

    • 5+ years outsourced teleservices experience required.
    • Demonstrated knowledge of contact center operations and customer support.
    • Excellent project management and planning skills to successfully manage multiple, simultaneous new program launches
    • Proven track record of quality execution, results driven mindset, and sense of urgency in resolving challenges as they arise
    • Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
    • Intermediate level proficiency with LiveOps Call Center tools and protocols
    • Must be organized, methodical and innovative in approach to the design and development of unique solutions to challenging business problems
    • A can-do attitude, ability to work independently and high energy level
    • Innovative leadership and the ability to demonstrate analytical and conceptual thinking
    • Strong collaborative abilities working with all levels in the organization
    • Bachelor's degree or equivalent preferred
    • Above average skills when working with Microsoft Word, Excel, and PowerPoint
    • Proficiency with Microsoft Project is preferred

      

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

       

    About LiveOps:

     

    Giants across all service industries run their business on Liveops, the leader in managed, virtual workforces.  For more than 15 years, we’ve been delivering blue-chip level value through on-demand contact centers and direct-selling teams. Our onshore network of highly motivated and skilled representatives deliver premium quality brand interactions as a competitive advantage in today’s rapidly changing landscape and consistently see 15-33% increase in sales and customer satisfaction.  

     

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

     

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