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Manager, Client Results - Supporting Healthcare at Liveops Agent Services, LLC

Posted in Management 30+ days ago.

Type: Full-Time
Location: Scottsdale, Arizona





Job Description:

The Client Results Operations Manager will take appropriate actions to ensure high quality results and support for Liveops clients and the Liveops Nation. In the Client Results Operations 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, ensuring that internal standards of performance and revenue goals are achieved while also supporting the agent experience.


Responsibilities:


Driving & Executing Strategic Account Plans



  • Responsible for day to day performance and trend analysis

  • Partner with Account Director to develop incentive/commission plan that drives the correct agent performance

  • Collaborate with Account Director on action plan to improve agent performance and increase Client’s key performance indicators (KPIs)

  • Continuously define and improve internal processes to drive execution of account strategy

  • Partner with Account Director on strategy to improve agent performance and quality

  • Foster and create business innovation to drive increased performance and adoption

  • Shared responsibility with Account Director to meet/exceed Client goals

Owns Expense budget



  • Manage employee payroll

  • Manage agent incentive budget

  • Monitor Margin control

Promote active agent engagement and improvement



  • Monitor attrition rates, honored commits and quality goals

  • Responsible for agent communication

  • Formulate agent incentive plans to improve performance and drive ROI

  • Attending Mini Nation meetings

  • Participation in Round Table sessions

  • Monitor agent performance trends and create a measurable action plan to improve performance if agent(s) fall below outlined KPIs

  • Attend Focus Group sessions

  • Staffing adherence and SOW adherence

  • SME (Subject Matter Expert)

Business Calibration



  • Drive cross-functional calibration with support functions and Teams – (Workforce Management, Learning, Professional Services, Talent Acquisition and Onboarding, Quality)

  • Regular touch points with Account Director, Agent Result Advocates, and 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

  • Create a Team schedule that meets the Client’s business needs

  • Manage Team schedule

  • Outline daily and weekly Team priorities

  • Team meetings

  • Participate in monthly meetings with Team and Account Director

Requirements:



  • 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

  • Excellent communication skills

  • Leadership Presence

  • Strong organizational, multi-tasking, troubleshooting, and time management skills

  • Experience with Microsoft applications

  • Leadership experience with distributed workforce

  • Experience in Team Management (preferred)

  • Travel up to 25%

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.

See job description





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