Manager, Client Results at Liveops Agent Services, LLC in Scottsdale, Arizona

Job Description:

The Client Results Operation Manager will do what it takes to ensure high quality results for Liveops clients while supporting Independent Agents.

 The Purpose of Your Role

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.

The Qualifications We’re Looking For

• 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


• Ability to lead and/or participate in virtual meetings in a distraction-free environment


• Exceptional interpersonal skills in a team environment


• Experience interacting with clients


• Leadership Presence


• Strong Organizational, multi-tasking, time management skills


• Excellent communication skills


• Leadership experience with distributed workforce


• Travel up to 15%

The Competencies You Bring

Results Orientation, Individual Impact and Influence, Customer Focus, Data Gathering & Analysis, & Management

The Value You Deliver

Driving & Execution Strategic Account Plans

• Responsible for day-to-day engagement, performance, and root cause analysis


• Partner with Account Director to develop incentive/commission & engagement plans that drives correct agent behavior and program 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

• Program staffing, agent SOW adherence, and agent attrition rates.


• Incentives and rewards, SOW adherence, quality, communication


• Drive strategy for agent engagement leveraging Mini Nations, round tables and focus groups.


• SME (Subject Matter Expert) on client program and the Liveops solution

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


• Develop relationships with client counterparts to ensure program success


• Participation/Driver in client calls/QBR’s

Employee Management

• Day-to-day management of resources, including hiring, coaching, performance management and employee development


• Weekly 1x1’s with direct reports


• Monthly Progress report


• Team Meetings

About Liveops:

Liveops is a virtual call center offering an on-demand skilled workforce of onshore virtual agents for all customer service and sales needs.

With more than 20 years of experience offering flexibility, scalable talent, and meaningful work, Liveops has been improving the lives of its agents, clients, and employees by creating endless opportunity. Our virtual-flex model has enabled more than 400 organizations across service industries including retail, healthcare, insurance, tax, telecom, and government to trust Liveops to deliver a fully scalable enterprise workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Wisconsin.

Legal authorization is required to work in the U.S. is required.  We will not sponsor individuals for employment visas now or in the future. 

Equal Opportunity Employer

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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