LiveOps Inc.

  • Agent Advocates

    Job Locations US
    Talent Acquisition Demand
  • 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. 


    • 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



    • 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


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.