LiveOps Inc.

  • Client Results Advocate - Ninja

    Job Locations US
    ID
    2019-1405
    Talent Acquisition Demand
    1
    Category
    Customer Service/Support
  • Overview

    This position works closely with the Client Results Managers of numerous programs throughout the year and reports to the Director of Client Results - ARAs. 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. The Ninja ARA will move from program-to-program during a program’s peak period, providing assistance to Agents alongside Core ARAs and program management.

    Responsibilities

    Driving & Execution of 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 agent 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
    • Ability to quickly scale as a SME (Subject Matter Expert) for numerous programs
    • 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

     

    Education

    • Weekly 1x1’s
    • Facilitate Liveops Nation meetings, focus sessions, & Town Hall meetings
    • 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 years of work experience required
    • Team player able to collaborate with cross-functional teams
    • Strong organizational, multi-tasking, time management skills
    • Excellent communications skills
    • Flexible work schedule. 24/7 support, weekends, evenings, holidays

     

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