LiveOps Inc.

  • Manager, Client Results

    Job Locations US
    ID
    2019-1426
    Talent Acquisition Demand
    1
    Category
    Customer Service/Support
  • Overview

    The Client Results Operation Manager will do what takes to ensure high quality results and support for Liveops clients and Liveops Nation.  In the Client Results Operation 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 while ensuring that internal standards of performance and revenue goals are also achieved while supporting the agent experience.

     

    Responsibilities

    Driving & Execution Strategic Account Plans

    • Responsible for day to day analysis, root cause.
    • Partner with Account Director to develop incentive/commission plan that drives correct agent performance. Achieve KPI goals.
    • Continuously define, and improve internal processes to drive execution of account plans
    • Foster and create business innovation to drive increased performance and adoption

     

    Owns Expense budget

    • Managing employee payroll
    • Managing incentive budget
    • Margin control

     

    Promote active agent engagement and advancement

    • Attrition rates, incentives and rewards, SOW adherence, quality, communication
    • Attending Mini Nation meetings
    • Attending Round tables
    • Attending Focus groups
    • Staffing adherence/SOW adherence
    • SME (Subject Matter Expert)

     

    Business Calibration

    • Drive cross-functional calibration with support functions and teams – (Workforce Management, Professional Services, Talent Acquisition and Onboarding, Quality)
    • Regular touch points with Account Director, Agent Results Advocate & 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
    • Team Meetings

    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, time management skills
    • Excellent communication skills
    • Leadership experience with distributed workforce.
    • 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 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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