LiveOps Inc.

  • Community Engagement Manager

    Job Locations US
    ID
    2018-1271
    Talent Acquisition Demand
    1
    Category
    Marketing
  • Overview

    Through relationship building, community organizing, resource sharing and direct engagement, this role will build relationships with a network of independent, remote call center agents who are committed to helping Liveops be successful. The Agent Engagement Manager, work closely with the Sr. Director of Agent Engagement, operations team, and marketing communication team to serve the agent community while supporting holistic company growth in revenue and quality. Maximizing community support, performance, and satisfaction is a key element of success in this role. Multiple moving parts require great attention to detail, multi-tasking, and an overarching level of compassion and empathy.

    Responsibilities

    • Develop custom content, marketing and audience engagement plans for Liveopsnation.com, our online community, influencing and maturing the community structure, content distribution, member participation, moderation resources, integrations, etc.
    • Recommend and implement agent engagement tactics, including incorporating the agent community into new organization programming, events and educational pathways
    • Collect, analyze and share community-related data with relevant stakeholders to drive long-term decision-making and influence company initiatives
    • Seek and collate agent feedback to shape agent engagement practices and provide recommendations for process optimization
    • Foster relationships between active agents and Liveops employees. Lead by example as a visibly-engaged member of the agent community to establish trust and break down barriers
    • Encourage the Liveops agent community to participate in promoting the employer brand such as contribute to online reviews, social media and testimonials.
    • Assist in organizing and hosting agent community meetups in our top 5 -6 metropolitan areas; facilitate venue selection, agenda development and day-of execution
    • Collaborate with marketing and sales teams to cultivate community-generated content, with the purpose of showcasing agent talent and driving awareness of the Liveops mission

    Qualifications

    • A Bachelor’s degree; psychology, sociology, communications, or marketing preferred.
    • A strong understanding of community management, communications and marketing best practices
    • Excellent customer service, orientation and troubleshooting abilities; you can work effectively both independently and in a collaborative team environment
    • Experience leveraging data to drive proactive decision making; you can give examples of how you have used data to pursue successful outcomes
    • Strong copywriting skills in a courteous, succinct and approachable tone.
    • Experience addressing groups using a variety of communication tactics including video, skype, phone, chat, etc.
    • Project management and/or event management experience – you’ve supported in-person events and aren’t afraid to speak in front of others
    • Comfort continuously interfacing with our agent partners, both one to many and one to one
    • Prior experience in the BPO or Customer Service industry preferred

     

    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 delivers 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, health care, 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 Flexible Vacation Plan.

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