• Primary point of contact to the client, and relationship owner• Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations• Demonstrates a thorough understanding of client's marketing strategy• Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts. • Maintain and grow revenue from existing clients and identify and participate in new business initiatives for… Show more • Primary point of contact to the client, and relationship owner• Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations• Demonstrates a thorough understanding of client's marketing strategy• Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts. • Maintain and grow revenue from existing clients and identify and participate in new business initiatives for prospects• Manage internal cross-functional teams to meet client deliverables including - production engineering, operations, performance management, agent management, etc. • Anticipates client questions and demonstrates excellent de-escalation and resolution skills• Exceed client expectations by providing timely follow-up and ensuring all requests are met and delivered.• Work with immediate supervisor to define and develop measurement models for project success with clients• Develop and facilitate customer satisfaction evaluation process• Travel for company business, including client and internal meetings, and trade shows as necessary. Show less

• Primary point of contact to the client, and relationship owner• Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations• Demonstrates a thorough understanding of client's marketing strategy• Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts. • Maintain and grow revenue from existing clients and identify and participate in new business initiatives for… Show more • Primary point of contact to the client, and relationship owner• Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations• Demonstrates a thorough understanding of client's marketing strategy• Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts. • Maintain and grow revenue from existing clients and identify and participate in new business initiatives for prospects• Manage internal cross functional teams to meet client deliverables including - production engineering, operations, performance management, agent management, etc. • Anticipates client questions and demonstrates excellent de-escalation and resolution skills• Exceed client expectations by providing timely follow-up and ensuring all requests are met and delivered.• Work with immediate supervisor to define and develop measurement models for project success with clients• Develop and facilitate customer satisfaction evaluation process Show less

Responsibilities:Be proactive and creative development/management of community operations plans to launch programs, as well as mitigate operational risks associated with program modifications. Partner with account managers to develop program-specific goals and quality targets.Work directly with head of group to drive overall revenue and profitability.Develop innovative sourcing strategies to recruit additional call center agents for programs.Define sourcing requirements… Show more Responsibilities:Be proactive and creative development/management of community operations plans to launch programs, as well as mitigate operational risks associated with program modifications. Partner with account managers to develop program-specific goals and quality targets.Work directly with head of group to drive overall revenue and profitability.Develop innovative sourcing strategies to recruit additional call center agents for programs.Define sourcing requirements, and facilitate skills assessment and program placement of agents.Refine staffing requirements by analyzing Call Center trends including call volumes, patterns, and staff productivity.Recommend agent pooling and routing strategies to Workforce Management team (post initial launch set up).Develop and manage agent communication strategy and execution for assigned programs; including message content and direct interaction with agent community. Drive program results:Develop agent compensation proposals and programs (i.e. incentives, bonus rates, etc.)to drive program performance.Optimize scripting.Host or facilitate agent learning, agent development and client feedback sessions.Identify service failures or customer concerns, and promptly implement corrective actions. Travel for company business, including client and internal meetings, as necessary. Interact with the client as needed – Attend Client meetings / QBRs. Participate in planning and execution of client meetings or sales presentations when needed. Demonstrate and act in accordance with LiveOps Values. Show less

Facilitate Sessions to agents that will inspire and motivate them to achieve desired results from the client.Provide support to agents by answering program and technical questions, in IM, internal agent messaging system, email and via internal chat system.Communicate messages to agent community from LiveOps as necessary.Develop and execute reports in internal reporting tool, provide reporting feedback to management team and statistical analysis.Support contests and provide… Show more Facilitate Sessions to agents that will inspire and motivate them to achieve desired results from the client.Provide support to agents by answering program and technical questions, in IM, internal agent messaging system, email and via internal chat system.Communicate messages to agent community from LiveOps as necessary.Develop and execute reports in internal reporting tool, provide reporting feedback to management team and statistical analysis.Support contests and provide inspiration and motivation to drive results.Quality Auditing of agent calls, providing feedback to agents and ensuring they meet client expectations.Participate in internal staff and program meetings with and without client. Show less

Contracted with a virtual call center and provided services such as customer serivce, order entry and processing requests for information in the Food Service, Outbound, and Direct Response markets. Additionally provided services in a very small pool of agents listenening to other agent's calls and providing quality and compliance feedback.

Proficient with the RGIS hand held computer and other inventory equipment.Achieve established average per hour (APH) counting goals while ensuring accuracy and integrity of the data collected in all inventories worked.Adhere to all company policies and procedures.Ability to work assigned shifts and adhere to a flexible schedule with varying hours to include working an extreme schedule, resulting in long hours on occasion.Ability to work in various work environments, such as… Show more Proficient with the RGIS hand held computer and other inventory equipment.Achieve established average per hour (APH) counting goals while ensuring accuracy and integrity of the data collected in all inventories worked.Adhere to all company policies and procedures.Ability to work assigned shifts and adhere to a flexible schedule with varying hours to include working an extreme schedule, resulting in long hours on occasion.Ability to work in various work environments, such as stores, warehouses, outside industries, etc., with potential exposure to cold and heat.Ability to maintain a high level of confidentiality in all duties.Access to reliable transportation.Ability to complete other duties as assigned by Management.Places community before self, engages and works effectively with and assists other Team Members.Ability to relate information clearly and accurately, verbally and in written form, in a positive manner that yields cooperation.Creates partnerships and instills trust and confidence in one's abilities, based upon demonstrated expertise.Takes initiative to explore and suggest new approaches that can impact quality and/or quantity of job performance and organizational effectiveness, innovative.Demonstrates a positive presence and energy. Is optimistic, maintains a positive view of life. Is respectful and honest with others.Maintains a can do attitude, attacks job with passion, demonstrates a sense of urgency and delivers excellent output. Show less

Provide technical and business support for all business applications used.Review existing and develop new business processes supporting guidelines and policies as set forth for the company.Additional support backing-up internal Help Desk taking handling requests for technical and business support.Coordinate with call center and field training groups to ensure all policies and business processes are supported by training documentation. Work in conjunction with Field Sales… Show more Provide technical and business support for all business applications used.Review existing and develop new business processes supporting guidelines and policies as set forth for the company.Additional support backing-up internal Help Desk taking handling requests for technical and business support.Coordinate with call center and field training groups to ensure all policies and business processes are supported by training documentation. Work in conjunction with Field Sales department to provide product and system demonstrations to enterprise clients as well as perspective clients.Conduct training technical and business level sessions on new items developed or being implemented.Track all bugs, reports, and enhancement requests for software coordinating with the respective vendor. Support and provide membership to all business projects; reporting on statuses, maintaining schedules and time lines.Assist with Oracle DBA level support utilizing SQL and various other tools. Acting as level one support for database requests fielding all data requests, mass table update requests, etc. and vetting them from a business and technical level before writing code for execution by DBA team. Show less

Core team member for an enterprise-wide implementation of new Customer Service, Billing and Customer Monitoring software for 5 Call Centers and 76 field service branches. This entailed consolitation of information from 5+ different legacy data systems. The end result of the project was ultimately to consolidate the business operation from 5 to 2 major call centers.

Coordinate all training schedules for appropriate departments, including classes, instructors, training rooms, training and equipment. Determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops. Perform classroom training, needs assessments, and skills assessments. Participate in quality enhancement efforts for software applications and for operational procedures. Identifying continuing education… Show more Coordinate all training schedules for appropriate departments, including classes, instructors, training rooms, training and equipment. Determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops. Perform classroom training, needs assessments, and skills assessments. Participate in quality enhancement efforts for software applications and for operational procedures. Identifying continuing education seminars for trainers and employees. Interview potential candidates. Update qualification and personnel records, tracking all training efforts. Determine assigned departments; training needs based on assessments and recurring meetings with management. Assessed training requests from department managers to ensure its feasibility to the department’s operations.Coordinate and oversee development of all training materials. Provide over site of the department, budget management, etc. Show less

Maintain job performance and quality of Service Coordinators and Dispatchers. Train Service Coordinators and Dispatchers. Participate in and make recommendations regarding interviewing, hiring and terminating employees. Resolve unique/difficult customer issues. Ensure team moral of those supervised and prepare and deliver employee performance reviews. Conduct coaching, needs and disciplinary action with staff as appropriate, following company HR guidelines and… Show more Maintain job performance and quality of Service Coordinators and Dispatchers. Train Service Coordinators and Dispatchers. Participate in and make recommendations regarding interviewing, hiring and terminating employees. Resolve unique/difficult customer issues. Ensure team moral of those supervised and prepare and deliver employee performance reviews. Conduct coaching, needs and disciplinary action with staff as appropriate, following company HR guidelines and policies.Answer employee's questions, issues, vacation requests. Review of work completed by employees. Participate in management meetings. Generate daily, weekly and monthly reports regarding billing, service and payroll. Show less