LiveOps Inc.

  • Client Results Agent Advocate - Auto Claims Program

    Job Locations US
    ID
    2019-1582
    Talent Acquisition Demand
    1
    Category
    Operations
  • 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.  This role will support our Life Insurance clients.

    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

    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

     

    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
    • Life License preferred, or willing to get.
    • Flexible work schedule. 24/7 support, weekends, evenings, holidays

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