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Supervisors are responsible for providing guidance and support to member services representatives handling outbound interactions. This role has up to 18 direct reports with varying tenure and skill. This position coordinates and is accountable for business support to the team. The supervisor supports hiring, managing and development for employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching. The supervisor is accountable for team KPI performance and remediation.
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The Client Results Operations Manager will take appropriate actions to ensure high quality results and support for Liveops clients and the Liveops Nation. In the Client Results Operations Manager role, you will be directly responsible for managing all Community operations components of the account in support of achieving client goals with respect to customer service and performance metrics, ensuring that internal standards of performance and revenue goals are achieved while also supporting the agent experience
Client Relationship Manager (CRM) is responsible for accurate completion of compliance testing, government filings, and all year-end reports for client retirement plans. CRM is responsible for serving clients, financial advisors, and brokers at all levels based on the Goldleaf service model; working with team members to process requests for each client; and mentoring fellow employees. CRM will be evaluated on the ability to meet service and processing goals as defined by management.
The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
The Quality Analyst is responsible for ensuring compliance and production standards are consistently maintained. The QA will partner with the supervisor to evaluate team members based on QA trend reporting to provide effective coaching/feedback to agents where applicable. QA’s will be expected to measure daily team performance and quality standards based on established call center metrics and benchmarks.
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Photo used under Creative Commons from Kelly Sue
