LiveOps Inc.

  • Customer Experience Strategist

    Job Locations US
    ID
    2018-1361
    Talent Acquisition Demand
    1
    Category
    Marketing
  • Overview

    Liveops’s community of independent call center agents are the center of our business. We’re on a mission to bring great customer service talent to our growing client list by creating an unmatched agent experience. The   Agent Experience Strategist will be integral in driving this mission forward by optimizing, streamlining and innovating how agents do business.

    Responsibilities

    • Identify and deep-dive into process inefficiencies, critical fail points and agent lifecycle attrition markers; collaborate with key leadership team members on subsequent strategy recommendations.
    • Proactively seek insight from agent population via phone interviews, satisfaction surveys, agent advisory board calls, etc. Document agent requirements to support key initiatives and escalate to leadership team as appropriate.
    • Act as a key stakeholder in the prioritization and evolution of the Liveops Agent Experience roadmap; vet competing cross-organizational initiatives and communicate clear, concise expectations throughout.
    • Provide strategic oversight in selecting, implementing and integrating technologies, in collaboration with IT, to the Liveops standard by ensuring connectivity and consistency. Act as project manager for new agent-facing technologies by coordinating with third-party vendors, cross-collaborating with appropriate departments and developing strategic roll out plans for staff and end-user adoption.
    • Work with Agent Experience team to measure outcomes to updated processes; collate quantitative & qualitative feedback on agent adoption and ease-of-use to consult on immediate agent feature prioritization.

    Qualifications

    • Cross-functional experience in partnering, building positives relationships and driving buy-in.
    • Product management expertise, especially in relation to technology and user mapping. Specific examples of leading online experience initiatives from conception to execution are necessary.
    • Intrapreneurial mindset, with the proven ability to deliver against organizational objectives. An ability to develop clear compelling business cases that support prioritization of work is a must.
    • Excellent written and verbal communication skills; must be able to communicate complex, technical issues and process roadblocks simply and succinctly.
    • Interpersonal savvy; a genuine desire to connect with the audience, show empathy and be an advocate.
    • Bachelor's Degree or equivalent experience required.  
    • 2 + years experience managing people.

    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.

     

    2018 corpBPTW 100kTXT (002)

     

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