LiveOps Inc.

  • Agent Advocates

    Job Locations US-Remote
    ID
    2018-1210
    Talent Acquisition Demand
    1
    Category
    Operations
  • Overview

    This position works closely with the Client Results Manager.  As the first line of interaction with Liveops Nation, it is important to create a culture of engagement with the Agents. Managing processes to maximize Agent support, performance, and satisfaction is a key element of success in this role. 

    Responsibilities

    • Driving & Execution Strategic Account Plans
      • Provide real time support(chat) in achievement of account plan ( KPI, SLA’s)
      • Drive and communicate daily/weekly KPI goals to Liveops nation
      • Identify and provide feedback on call calibration(s)
      • Provide agent feedback
      • Trouble shoot and resolve agent issues

     

    • Owns Expense budget                                 

      •  Measuring success & impact(ROI) of commissions, incentives, to ensure correct agents behavior is being accomplished

     

    • Promote active agent engagement and advancement
      • SLA for response time in Liveops Nation (Slack, Text, VCC)
      • Direct point of contact for Liveops Nation
      • Leading Round tables, Focus Groups
      • Staffing adherence/SOW adherence
      • Awesome Customer Experience for agents- NPS measurement
      • SME (Subject Matter Expert)
      • Help create adoption of current and new support tools

     

    • Business Calibration
      • Drive cross-functional calibration with support functions and teams – (Workforce Management, Professional Services, Talent Acquisition and Onboarding, Quality)
      • Regular touch points with AD, Supervisors & Agents
      • Participation in client calls/QBR’s

     

    • Employee Management
      • Weekly 1x1’s
      • Facilitate Liveops Nation Meetings, focus sessions, & Town Hall meetings
      • Flexible work schedule. 24/7 support, weekends, evenings, holidays.
      • Point of contact for Liveops Nation – call time, office hours.
      • Quality: Calibration sessions

     

    Qualifications

    • 2 + years of contact center/BPO experience
    • Bachelor’s Degree or equivalent a plus.
    • Team player able to collaborate with cross-functional teams.
    • Strong Organizational, multi-tasking, time management skills
    • Excellent communications skills

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