LiveOps Inc.

  • Client Results Agent Advocate - Insurance

    Job Locations US
    ID
    2018-1274
    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
    • 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) on Insurance Programs and Products
    • Compliance with Insurance Regulations
    • Help create adoption of current and new support tools
    • Understanding frequently used nomenclature within the Life & Health Insurance industry

    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

    Coaching

    • 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 required
    • Team player able to collaborate with cross-functional teams.
    • Strong Organizational, multi-tasking, time management skills
    • Excellent communications skills
    • 2 years experience as a licensed insurance sales agent, Life & health preferred
    • Current Resident License in Life & Health preferred, or the ability to obtain your resident license in Life & Health.

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