Agent Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate a positive and effective relationship between Liveops and its agents.

• Offer direct support to agents.

• Create and share engaging educational materials.

• Advocate for initiatives that enhance agent success and satisfaction.

• Address detractors and elevate agent morale.

• Recognize and report emerging agent trends through MyLiveops, live events, one-on-one interactions, and various voice-of-customer channels.

• Develop or acquire agent-enablement resources, such as learning modules, video tutorials, programmatic agent sessions, and how-to guides.

• Initiate and lead new agent programming to foster agent success and strengthen the relationship with the Liveops community.

• Identify deficiencies in the agent community’s online knowledge base and prioritize the creation of new resources.

• Act as a liaison between agents and Liveops teams to reduce confusion.

• Direct inquiries to the appropriate teams when required.

• Collaborate across functions to comprehend new processes, client-specific challenges, technology updates, and outages.

• Proactively provide solutions to the agent community.

• Create and present agent-enablement content that enhances agent success and overall experience.

⛳️ Requirements

• A Bachelor's degree or equivalent professional experience.

• Over 2 years of experience in customer success and/or customer support.

• BPO experience is a plus.

• Proficient in Microsoft products and Salesforce.

• Strong written and verbal communication skills with a keen eye for detail.

• Capable of documenting and presenting complex information in a clear, organized, and concise manner.

• Ability to manage multiple tasks, prioritize, and meet deadlines on deliverables.

• Experience addressing groups through video, phone, chat, email, and other communication methods.

• Self-motivated with a sense of urgency and the ability to perform well under pressure.

• Capability to work remotely.

• Strong interpersonal skills, empathy, and the ability to advocate for agents.

• Intrapreneurial mindset with a proven track record of achieving organizational objectives.

• Demonstrated experience working cross-functionally and with external parties to deliver online educational and engagement-based programming.

• Highly developed consultative skills with the ability to build strong, lasting relationships.

• Resourcefulness in addressing complex challenges.

• Curiosity and eagerness to learn new processes or solutions comprehensively.

• Ability to prioritize and manage multiple tasks while maintaining attention to detail.

• Highly motivated self-starter with problem-solving skills and a collaborative, team-oriented approach.

• Capability to sit or stand at a desk for extended periods while working on a computer.

• Availability for virtual meetings in a distraction-free environment.

• Ability to work independently and meet deadlines.

• Daily engagement with the agent community is expected.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunity to develop and deliver educational content and programming.

• Chance to pioneer and lead new agent programming initiatives.

• Collaborative, cross-functional, and team-oriented work environment.