Director, Client Results - Orlando Florida

Company: LiveOps, Inc.
Location: Orlando, Florida
Posted On: 01/30/2025

The Director of Client Results will play a pivotal role in leading and directing the day-to-day operations of designated accounts. As the accountable leader for overall operations and performance, this role requires a strategic mindset to enhance execution and maximize results. The incumbent will collaborate cross-functionally to develop, implement, and optimize support initiatives, with a focus on key performance indicators (KPIs), 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
• 5-7 years of contact center/BPO experience, with 3-4 years of leadership experience
• Proven track record of success
• Strong interpersonal and collaboration skills
• Experience interacting and influencing client outcomes
• Executive presence
• Strong organizational, multitasking, and time management skills
• Willingness to travel 7-10% as neededThe Competencies You BringAmbiguity * Negotiating * P&L Ownership * Presentation Skills * Strategic ThinkingThe Value You Deliver
  • Development and Execution of Strategic Account Plan
    • Ensure overall success of programs and account health
    • Define and manage metrics, ensure customer satisfaction, and report performance levels
    • Establish quantitative and qualitative metrics, guidelines, and standards; along with identifying areas of improvement.
    • Client Partnerships:
      • Serve as the escalation point of contact for client interactions
      • Develop strong client partnerships
      • Strategize planning, developing, and directing the customer service program
      • Growth and Profitability Strategies:
        • Coordinate resources to meet client expectations and satisfaction levels
        • Foster business innovation for increased performance and adoption
        • Lead multiple projects, ensuring strong integration across the organization
        • Ensure Managers and Client Result Associates are trained on platforms and reporting tools
        • P&L Responsibility:
          • Manage the entire book of business and individual accounts
          • Identify additional revenue streams within the install base
          • Agent Engagement and Advancement:
            • Manage attrition rates, incentives, rewards, SOW (statement of work) adherence, quality, and communication
            • Implement performance optimization strategies for improved agent productivity and performance
            • Business Calibration:
              • Drive cross-functional calibration with support functions and teams
              • Conduct regular touchpoints with clients, Client Results team and agents
              • Manage communication with Client Results leaders and senior leadership
              • Establish effective information flow between Client Results team and cross functional teams
              • Employee Management:
                • Manage day-to-day resources, including sourcing, coaching, performance management, and employee development
                • Participate in the training of departmental managers
                • Responsible for succession planning
                • Foster a productive and empowering work environment
                • Mentor and develop team members and encouraging collaboration and knowledge-sharing
                • Budget Support:
                  • Execute against established annual department budget to attain business goals with operational stabilityEssential Job Functions
                    • Ability to sit or stand at a desk for extended periods of time while working on a computer.
                    • Available for virtual meetings in a non-distracted environment.
                    • Ability to work independently and meet deadlines.
                    • Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays.
                    • Up to 10% travel required per year.About Liveops:Liveops partners with Fortune 500 brands to provide exceptional on-demand outsourced customer support, specializing in healthcare, retail, insurance, and financial services. Our people-first approach enables us to deliver high-quality, scalable solutions that help our clients exceed their customer service goals.As a Liveops employee, you'll be part of a collaborative, purpose-driven culture that values curiosity, innovation, and results. We pride ourselves on fostering an inclusive and supportive environment, with resources like our employee resource groups, wellness program, and other initiatives that empower employees to thrive personally and professionally. Liveops offers excellent benefits, including comprehensive insurance, a 401(k) match, and a flexible vacation plan, ensuring balance and well-being for our team members.Eligibility RequirementsEligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Indiana, Kansas, Michigan, Mississippi, Missouri, Nebraska, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.Equal Opportunity EmployerEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe
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