LiveOps Inc.

  • Client Results Agent Advocate

    Job Locations US
    ID
    2019-1389
    Talent Acquisition Demand
    1
    Category
    Customer Service/Support
  • 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 
    • 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

    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
    • Bilingual - English/Spanish required

    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 PTO plan.

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