Virtual contact center connecting enterprises with a flexible network of skilled agents to elevate customer experiences.
Client Results Associate
Location
United States
Posted
22 days ago
Salary
Not specified
Job Description
Job Requirements
- s
- We’re
- Looking For
- High School Diploma,
- GED
- or equivalent experience.
- 1+ years of contact center/BPO experience or comparable customer service-related work experience.
- Mastery of computer basics with an understanding of Microsoft products to include Outlook, Word, Excel, and PowerPoint.
- Ability to type 35+ words per minute.
- Strong and stable internet connection is
- required
- . Internet speed of 100 Mbps download and 25 – 50 Mbps upload.
- Comfortable preparing,
- presenting
- and hosting sessions for both small and large audiences.
- Excellent oral and written communication skills.
- Ability to quickly learn and become a subject matter expert. Ability to work independently and as part of a team with a willingness to mentor and
- assist
- in onboarding new team
- members
- independent business owners in developing their skills, achieving business goals and meeting program requirements.
- Proactive, adaptable, ability to implement guidance and can work with a sense of urgency while
- keeping
- a strong attention to detail.
- The
- Competencies
- You Bring
- Attention to detail * Adaptability * Customer Focused * Communication Skills * Quality Orientation
- Value
- You Deliver
- Demonstrates
- a high level
- of customer experience to support the Agent
- community
- Team player with the ability to collaborate with cross-functional
- teams
- Highly motivated self-starter with a can-do attitude
- Capable of utilizing provided resources to
- the Agent
- Ability to recognize trends within the Agent community and quickly escalate concerns for effective
- resolution
- Partner with program and cross-functional teams to support the growth of the client business and the Agent
- Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent
- engagement
- Provide real-time support to Agents by
- utilizing
- resources to quickly answer on-call
- questions
- Promote active Agent engagement through motivation and education and advancement by diagnosing, troubleshooting, and resolving Agent issues via both on-call and off-call communications while adhering to Liveops compliance
- standards
- Actively contribute to Agent retention by
- current and
- new support
- tools
- Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc.
- Monitor contacts to
- identify
- agent performance and contact
- trends
- Ability to read and execute instructions for a variety of applications and/or
- processes
- Point-of-contact to Agent community through the facilitation of sessions, office hours, reach out calls, and daily/weekly
- communications
- Assist the Brand Specialist with QA specific areas and communication as needed
- .
- Essential
- Job
- Functions
- Essential functions are the
- fundamental, crucial
- job duties that an employee must be able to perform, with or without reasonable accommodation.
- Ability to work in front of the computer for
- long periods
- of time.
- Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays.
- Ability to lead and/or
- participate
- in virtual meetings in a distraction-free environment with a willingness to
- on camera for both internal and external meetings, as needed.
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