Program Specialist LiveOps
THIS JOB HAS EXPIRED Want to join the only contact center leader focused on providing the full platform, applications, and talent in the cloud? Want to be part of changing the future of the contact center workforce? LiveOps is looking for people to help grow the company in a dynamic, fast-paced environment. Employees enjoy excellent benefits day one of employment and a fast paced innovative culture.
Maintain expertise on all products and services for assigned programs or campaigns
Facilitate voluntary conference calls that provide an environment where agents may learn new skills, collaborate with each other on best practices, and feel comfortable asking questions
Conduct calls with new agents to ensure that they are ready and able to take live calls
Offer voluntary one on ones to agents
Provide feedback to agents when agents have opted in or when clients have provided feedback to LiveOps to be directed to the agents
Utilize client feedback to identify areas of opportunity that span the agent community
Listen to calls for compliance and missed quality opportunity. Identify trends and report those to the Program Manager
Attend call calibration sessions with a cross functional team.
Support virtual chat and post box; responding to agent request for help and assistance
Respond and take action to Service Level issues
Assess performance opportunities from observations, report analysis, and client feedback and make recommendations to the Program Manager to execute action plans
Identify the root cause of performance issues, suggests resolutions, and implement agreed upon resolution.
Identify best practices and share with the agent community
Practice and ensure compliance with all company policies and procedures.
Communicate successes, opportunities and solutions to the Program Manager
Work a flexible schedule in coordination with Program Manager, including nights, weekends and holidays as needed
Travel for company business, including client and internal meetings, as necessary
Demonstrate and act in accordance with LiveOps Values
Skills & Abilities:
Ability and willingness to work as part of an interdependent team with other Program Specialists and CSRs
A can-do attitude, ability to work independently and high energy level are a must! Results driven orientation to follow up on and resolve agent level and overall operational level problems
Ability and desire to build community in a virtual environment
Demonstrate superior PC and Internet skills
Ability to effectively communicate in writing and by phone to agents, clients and LiveOps leadership
A genuine desire to provide superior levels of support to the LiveOps agent community
High level of attention to details
Some project management and planning skills in order to successfully manage multiple, simultaneous projects.
At least 6 months as an active LiveOps Independent Agent with an average of 300 or more calls per month preferred, and/or
2+ years of some combination call center, client services with some supervisory experience
High School degree required; college degree preferred
LiveOps is the global leader in cloud contact center and customer service solutions. More than 200 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, and Amway New Zealand trust LiveOps? technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California, LiveOps supports a wide range of industries including financial, health care, insurance, retail, and high tech. For more information visit www.LiveOps.com.
||Redwood City, CA |
THIS JOB HAS EXPIRED