[Hiring] Agent Results Advocate @Simply Results Talent

Role Description

Your role is crucial to Liveops’ success. The Agent Results Advocate provides overarching support for the Agent population, internal teams, and client(s). You nurture a culture of engagement and create a community with our Independent Agents and teams. You’ll have the opportunity to mentor new team members, participate in cross-functional team meetings, and lead projects from start to finish.

You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is a self-starter that will lead by example, adaptable & focused on driving Agent performance & retention.

Qualifications

• 4+ years of contact center/BPO experience or comparable customer service-related work experience
• Demonstrates a high level of customer experience to support client interactions, internal program teams, and the Agent community
• Experience interacting in a fast-paced environment while keeping positive relational and influencing skills intact
• Ability to recognize retention and performance related trends and use strategic thinking to determine the root cause. Develop and implement solutions and own the results
• Proven ability to educate and motivate others
• Demonstrated ability to confidently, clearly and concisely communicate
• The ability to identify team and program opportunities and provide potential solutions to affected stakeholders

Requirements

• Ensure staffing and SOW adherence through real-time monitoring as well as analyzing and interpreting reports to look for future staffing needs that would prohibit client success
• Consistent implementation of skills and knowledge to manage and prioritize competing tasks; ability to multi-task and pivot from one task to another to include internal and Agent communications, on/off-call Agent questions, client reporting, and more
• Assist in the development and analysis of detailed program reporting
• Strong focus on root cause analysis & the implementation of strategic countermeasures to address performance related concerns
• Responsible for overseeing projects and delegating tasks as needed
• Assist with client escalations and inquiries as needed
• Ability to represent during cross functional meetings and participate in client meetings
• Assist with new agent process i.e. credentials, agent assignments
• Assist with support scheduling and understanding coverage needs
• Ability to handle agent invoicing needs

Essential Job Functions

• Ability to sit or stand at a desk for extended periods of time while working on a computer
• Ability to lead and/or participate in virtual meetings in a non-distracted environment
• Ability to work independently and meet deadlines
• Ability to adapt to rapidly changing business requirements and priorities
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays