Director, Client Results

The Purpose of Your Role

Responsible for management and coordination of various support functions and activities for accounts. Client Results Director will develop, initiate, and determine performance strategies to enhance execution to maximize results. He / she will work cross-functionally to create, implement, and optimize all necessary support initiatives, identify opportunities. Leadership will need to be tactical with a key emphasis on maximizing KPI, customer care, quality assurance, workforce planning, recruiting, coaching, and training.

The Qualifications We’re Looking For

• Bachelor’s Degree or equivalent years of work experience required
• 10 years of contact center/BPO experience
• 5 years prior multi-level management experience
• Healthcare experience preferred
• Proven demonstrable track record of success
• Team player able to collaborate with cross-functional teams
• Exceptional interpersonal skills in a team environment
• Experience with interacting and influencing clients’ outcomes
• Executive Presence
• Strong Organizational, multi-tasking, time management skills
• Travel up to 25%

The Competencies You Bring

Strategic Thinking, P&L Ownership, Dealing with Ambiguity, Decision Making, Negotiating, Results Orientation

The Value You Deliver

Development and Execution of Strategic Account Plan

• Responsible for overall success of program(s) and account health
• Define and manage metrics, ensure customer satisfaction, and report statistical performance levels to appropriate groups
• Escalation point of contact for Client contacts
• Develop customer communication strategies
  • Establish and communicate the service standards to the operations team so that quality customer satisfaction is achieved
  • Develop strong Client partnerships
• Account Plans
  • Build relationships at all levels
    • Ensure multi-level coverage
  • Strategize the planning, developing, and directing of the customer service program
• Growth and Profitability Strategies
  • Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
  • Foster and create business innovation to drive increased performance and adoption
  • Lead multiple projects at once and ensure strong integration across the organization
  • Ensure Managers and Agent Results Advocates are trained on all aspects of platforms and reporting, which will require research tools, as well as excellent writing and presentation skills

Responsible for account P&L

• Entire book of business and individual accounts
• Identify additional revenue streams within install base

Promote active agent engagement and advancement

• Attrition rates, incentives and rewards, Statement of Work adherence, quality, communication
• Implement performance optimization strategies to further improve agent productivity and performance

Business Calibration

• Drive cross-functional calibration with support functions and teams, e.g. (Workforce Management, Professional Services, Talent Acquisition and Onboarding)
• Regular touch points with Clients, Directors, Managers, Agent Results Advocates & Agents
• Manage up to VP and Leadership
• Create an effective process and information flow between Client Results Team and Cross Functional Teams

Employee Management

• Day-to-day management of resources, including sourcing, coaching, performance management and employee development
• Responsible for succession planning
• Foster a productive and empowering work environment
• Mentor and develop his/her team and direct them in finding creative solutions for both Client and internal challenges, foster knowledge-sharing across all verticals internally to ensure collaborative and informed work
• Provide team with necessary tools and training to improve core expertise and continued career growth

Budget Support

• Execute against established annual department budget to attain business goals with operational stability

About Liveops

Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs. This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Legal authorization is required to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)