LiveOps Inc.

  • Client Results Manager

    Job Locations US-AZ-Scottsdale
    ID
    2018-1347
    Talent Acquisition Demand
    1
    Category
    Customer Service/Support
  • Overview

    The Client Results Operations Manager will take appropriate actions to ensure high quality results and support for Liveops clients and the Liveops Nation.  In the Client Results Operations Manager role, you will be directly responsible for managing all Community operations components of the account in support of achieving client goals with respect to customer service and performance metrics, ensuring that internal standards of performance and revenue goals are achieved while also supporting the agent experience.

    Responsibilities

    • Driving & Executing Strategic Account Plans
    • Responsible for day to day performance and trend analysis
    • Partner with Account Director to develop incentive/commission plan that drives the correct agent performance
    • Collaborate with Account Director on action plan to improve agent performance and increase Client’s key performance indicators (KPIs)
    • Continuously define and improve internal processes to drive execution of account strategy
    • Partner with Account Director on strategy to improve agent performance and quality
    • Foster and create business innovation to drive increased performance and adoption
    • Shared responsibility with Account Director to meet/exceed Client goals
    • Owns Expense budget
    • Manage employee payroll
    • Manage agent incentive budget
    • Monitor Margin control
    • Promote active agent engagement and improvement
    • Monitor attrition rates, honored commits and quality goals
    • Responsible for agent communication
    • Formulate agent incentive plans to improve performance and drive ROI
    • Attending Mini Nation meetings
    • Participation in Round Table sessions
    • Monitor agent performance trends and create a measurable action plan to improve performance if agent(s) fall below outlined KPIs
    • Attend Focus Group sessions
    • Staffing adherence and SOW adherence
    • SME (Subject Matter Expert)
    • Business Calibration
    • Drive cross-functional calibration with support functions and Teams – (Workforce Management, Learning, Professional Services, Talent Acquisition and Onboarding, Quality)
    • Regular touch points with Account Director, Agent Result Advocates, and Agents
    • Participation in Client calls/QBR’s
    • Employee Management
    • Day-to-day Management of resources; including hiring, coaching, performance management, and employee development
    • Weekly 1x1’s
    • Monthly Progress report
    • Create a Team schedule that meets the Client’s business needs
    • Manage Team schedule
    • Outline daily and weekly Team priorities
    • Team meetings
    • Participate in monthly meetings with Team and Account Director

     

    Qualifications

    • 5+ years of contact center/BPO experience
    • 2+ years of leadership/supervisor experience
    • Bachelor’s Degree or equivalent years of work experience required
    • Proven demonstrable track record of success
    • Team player able to collaborate with cross-functional Teams
    • Exceptional interpersonal skills in a Team environment
    • Experience with interacting Clients
    • Leadership Presence
    • Strong organizational, multi-tasking, troubleshooting, and time management skills
    • Excellent communication skills
    • Experience with Microsoft applications
    • Leadership experience with distributed workforce
    • Experience in Team Management (preferred)
    • Travel up to 25%

     

     

    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:

     

    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 PTO plan.

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