[Hiring] Agent Experience Specialist @Simply Results Talent

Role Description

As an Agent Experience Specialist, you will foster a positive and productive relationship between Liveops and its agents. You’ll provide hands-on support, deliver engaging educational content, and champion new initiatives that drive agent success and satisfaction. Our goal is to mitigate detractors, boost sentiment, and create a meaningful opportunity in which our agent community can thrive.

Qualifications

• A Bachelor’s degree or equivalent work experience.
• 2+ years working in customer success and/or customer support; BPO experience a plus.
• Proficient in Microsoft products and Salesforce.
• Excellent written and verbal communication skills with an attention to detail; must be able to document and present complex content in an organized, simple and concise way.
• Ability to multi-task, prioritize, and meet timelines on deliverables.
• Experience addressing groups using a variety of communication tactics including video, phone, chat, email, etc.
• Self-starter, sense of urgency, works well under pressure, ability to work remotely.
• Interpersonal savvy: a genuine desire to connect with the audience, show empathy and be an advocate.
• Intrapreneurial mindset, with the proven ability to deliver against organizational objectives.
• Proven experience working cross-functionally and with third parties to deliver robust, online educational, & engagement-based programming.
• Highly developed consultative skills with the ability to build strong, long-term relationships with internal teams and the agent community.
• Resourcefulness to identify and use the resources, information, and assistance needed to tackle complex challenges.
• Relentlessly curious; you aren’t afraid to ask questions and put forth the effort of learning a new process or solution from beginning to end.
• Ability to prioritize and multi-task, while keeping a strong attention to detail.
• A highly motivated self-starter with a can-do attitude and ability to problem-solve through a collaborative and team-oriented approach.

Requirements

• Adaptability
• Attention to Detail
• Communications
• Conceptual Thinking
• Customer Focus
• Data Gathering & Analysis
• Planning & Organizing
• Presentation Skills
• Teamwork
• Use of Functional/Technical Expertise

Key Responsibilities and Job Duties

• Assist the Agent Experience team in identifying and escalating new agent trends as a result of your daily interactions with the agent community via MyLiveops, live events, 1:1 interactions and other evolving VoC channels.
• Support the agent population by developing or sourcing collateral for comprehensive agent enablement and support, in the form of new learning modules, video tutorials, programmatic agent sessions, how-to guides, and more.
• Pioneer and lead the charge on new agent programming that will support agent success, as well as strengthen their relationship with the Liveops community.
• Identify gaps in the agent community’s online knowledge base and prioritize the development of new assets.
• Serve as a liaison between agents and other Liveops teams, helping to minimize confusion. Efficiently route inquiries to the appropriate teams when necessary.
• Work with cross-functional teams to understand new processes, client-specific pain points, technology updates, outages, etc. to ensure proactive delivery of solutions to the agent community.

Essential Job Functions

• Ability to sit or stand at a desk for extended periods of time while working on a computer.
• Available for virtual meetings in a non-distracted environment.
• Ability to work independently and meet deadlines.
• Engage daily with the agent community.
• Develop and deliver agent-enablement content that improve agent success and overall experience.