Simply Results Talent

Role Description The Director of Enterprise Applications & Data leads the strategy, implementation, and management of enterprise systems and data platforms across the organization. This role ensures business applications (e.g., Salesforce) and collaboration tools run securely, reliably, and at scale—while also driving a modern data strategy that delivers analytics, reporting, and actionable insights. Key Responsibilities - Enterprise Applications - Define the strategy, roadmap, and operations for enterprise applications. - Partner with business leaders to translate functional needs into scalable technology solutions. - Manage vendor relationships, contracts, licensing, upgrades, and integrations. - Ensure all applications meet security, compliance, and scalability requirements. - Data Strategy & Governance - Develop and execute a comprehensive enterprise data strategy. - Oversee platforms such as data warehouses, data lakes, reporting, and analytics tools. - Drive adoption of self-service BI and analytics across the business. - Establish policies for data ownership, stewardship, and lifecycle management. - Innovation & Transformation - Introduce AI, automation, and advanced analytics to modernize business processes. - Lead initiatives to consolidate and modernize data platforms, including cloud migration. - Align enterprise systems with digital transformation goals in collaboration with senior leadership. - Leadership & Collaboration - Build and mentor a high-performing team of application admins, data engineers, and BI specialists. - Foster collaboration across IT, business stakeholders, and vendors. - Manage budgets, contracts, and a portfolio of strategic projects. Qualifications - Required - Bachelor’s degree in Computer Science, Information Systems, Data Science, or related field (Master’s preferred). - 10+ years of progressive IT experience, including 5+ years leading both enterprise applications and data teams. - Strong knowledge of Salesforce and enterprise data platforms (e.g., Snowflake, Redshift, Tableau, Power BI). - Proven expertise in data governance, integrations, and BI tools. - Experience with cloud services (AWS, Azure) and SaaS applications. - Excellent leadership, communication, and stakeholder management skills. - Preferred - Background in highly regulated industries (healthcare, finance, BPO). - Familiarity with AI/ML, RPA, and automation tools. - Certifications such as TOGAF, DAMA-DMBOK, or AWS/Azure Solutions Architect.

Role Description The Director of Enterprise Applications & Data leads the strategy, implementation, and management of enterprise systems and data platforms across the organization. This role ensures business applications (e.g., Salesforce) and collaboration tools run securely, reliably, and at scale—while also driving a modern data strategy that delivers analytics, reporting, and actionable insights. Key Responsibilities - Enterprise Applications - Define the strategy, roadmap, and operations for enterprise applications. - Partner with business leaders to translate functional needs into scalable technology solutions. - Manage vendor relationships, contracts, licensing, upgrades, and integrations. - Ensure all applications meet security, compliance, and scalability requirements. - Data Strategy & Governance - Develop and execute a comprehensive enterprise data strategy. - Oversee platforms such as data warehouses, data lakes, reporting, and analytics tools. - Drive adoption of self-service BI and analytics across the business. - Establish policies for data ownership, stewardship, and lifecycle management. - Innovation & Transformation - Introduce AI, automation, and advanced analytics to modernize business processes. - Lead initiatives to consolidate and modernize data platforms, including cloud migration. - Align enterprise systems with digital transformation goals in collaboration with senior leadership. - Leadership & Collaboration - Build and mentor a high-performing team of application admins, data engineers, and BI specialists. - Foster collaboration across IT, business stakeholders, and vendors. - Manage budgets, contracts, and a portfolio of strategic projects. Qualifications - Required - Bachelor’s degree in Computer Science, Information Systems, Data Science, or related field (Master’s preferred). - 10+ years of progressive IT experience, including 5+ years leading both enterprise applications and data teams. - Strong knowledge of Salesforce and enterprise data platforms (e.g., Snowflake, Redshift, Tableau, Power BI). - Proven expertise in data governance, integrations, and BI tools. - Experience with cloud services (AWS, Azure) and SaaS applications. - Excellent leadership, communication, and stakeholder management skills. - Preferred - Background in highly regulated industries (healthcare, finance, BPO). - Familiarity with AI/ML, RPA, and automation tools. - Certifications such as TOGAF, DAMA-DMBOK, or AWS/Azure Solutions Architect.

Role Description The Reports Analyst is responsible for supporting internal reporting, data analysis, and business intelligence activities across multiple operational programs within the organization. This role focuses on collecting, organizing, and maintaining operational data used to support leadership decision-making, workforce planning, operational performance management, and reporting automation initiatives. This is an individual contributor role with no direct reports and no client-facing responsibilities. The position requires strong analytical skills, attention to detail, and the ability to manage large datasets while producing accurate and timely reporting for internal business operations. Key Responsibilities - Create, maintain, and distribute recurring internal operational reports - Compile and analyze data across multiple operational programs and business functions - Build dashboards and reporting tools to support internal operational decision-making - Prepare daily, weekly, monthly, and ad hoc reporting for operational leadership teams - Support operations leaders, workforce management, training, and internal support teams with reporting requests - Ensure data accuracy, consistency, and integrity across all reporting outputs - Consolidate data from multiple systems into standardized reporting formats - Identify reporting trends, operational insights, and performance opportunities - Develop automated reporting solutions to reduce manual reporting effort when possible - Maintain documentation for recurring reports, report definitions, and reporting processes - Assist leadership teams in identifying reporting gaps and process improvement opportunities - Support internal business reviews and operational performance analysis Technical Skills Required - Pivot Tables - VLOOKUP / XLOOKUP - Advanced Formulas and Functions - Conditional Formatting - Data Validation - Advanced Filtering and Sorting - Large Dataset Management - Data Cleaning and Manipulation Reporting & Business Intelligence Tools - Microsoft Power BI - Tableau Dashboard Development - Data Visualization and Dashboard Design - Reporting Automation Tools Microsoft Office Suite - PowerPoint presentation development - Word documentation - Outlook communication and organization Additional Technical Skills Preferred - Ability to work with large data sets from multiple systems - Experience combining data from multiple sources into standardized reporting outputs - Strong understanding of data organization and reporting logic Preferred Experience - 1–3 years of experience in reporting, data analysis, business analysis, or operational analytics - Experience supporting call center, customer service, contact center, or BPO environments preferred - Experience working in KPI-driven operational environments preferred - Familiarity with workforce management, operational reporting, or business intelligence functions preferred

Role Description The Real-Time Analyst (RTA) ensures optimal staffing and service level compliance across multiple queues by actively monitoring agent behavior in 30-minute intervals. This role requires dynamic queue management, proactive communication, and rapid response to client requests via Slack. The RTA is a key operational role that balances real-time analytics with human coordination to maintain performance and adherence standards. Qualifications - 1+ years in contact center operations, workforce management, or real-time monitoring. - Proficiency in Shiftboard, Slack, and WFM tools (e.g., Serenova, Amazon Connect) highly desired. - Strong analytical and decision-making skills. - Excellent written and verbal communication. - Ability to work independently in a fast-paced, remote environment. - Strong attention to detail and multitasking skills. - Experience managing agent commits and trades in Shiftboard preferred. - Familiarity with Slack etiquette and client-facing communication protocols. - Understanding of agent skilling and de-skilling workflows. - Comfort with real-time staffing tools and dashboards. Requirements - Track agent activity in 30-minute intervals using Shiftboard and internal dashboards. - Move agents between queues (e.g., Chat, Desktop) based on real-time demand and adherence status. - Place agents offline if they are not scheduled or committed for the current interval. - Monitor long calls and escalate when agents exceed expected durations. - Monitor designated client Slack channels for real-time requests and updates. - Respond to client inquiries with urgency and professionalism, maintaining tight turnaround expectations. - Coordinate with ARAs and program leads to ensure Slack communications are acknowledged and acted upon. - Use Shiftboard to manage agent commits, trades, and schedule adherence. - Ensure agents are properly skilled and assigned to the correct queues. - Monitor Tradeboard for released shifts and reassign as needed. - Enforce commit integrity—agents must honor scheduled blocks unless authorized otherwise. - Maintain logs of queue movements, adherence violations, and Slack interactions. - Provide daily summaries of staffing actions, agent status, and client communications. - Collaborate with Workforce Management (WFM) and Client Results teams to align staffing with forecasts. Benefits - 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 as needed to support US business hours.

Role Description The HR Director provides strategic and hands-on HR leadership with a strong focus on leader partnership, employee support, HR service delivery, and operational excellence. This role serves as a trusted advisor to leaders and employees, helping resolve workplace matters, strengthen communication, support organizational effectiveness, and ensure HR programs are delivered with a high level of customer service. This position partners closely with the VP of HR, senior leaders, people managers, and the broader HR team to support employee engagement, performance, policy interpretation, employee relations, compliance, and day-to-day HR needs. The ideal candidate is a strong HR generalist leader who can balance strategic guidance with practical support, while creating a responsive and employee-centered HR experience. Qualifications - Bachelor’s degree in Human Resources, Business Administration, or related field; master’s degree preferred - SHRM-CP or SHRM-SCP certification strongly preferred - 8+ years of progressive HR experience, including 3+ years in a leadership role - Strong background as an HR generalist or HR business partner supporting leaders and employees - Experience providing guidance on employee relations, performance management, policy interpretation, compliance, and organizational effectiveness - Strong knowledge of employment law, HR best practices, and employee lifecycle processes - Experience leading or supporting HR operations, HR programs, and cross-functional HR initiatives - Excellent communication, leadership, coaching, problem-solving, and customer service skills - Proven ability to build trust with leaders and employees while fostering collaboration, accountability, and consistency Requirements - Business Acumen - Customer Focus - Leadership - Employee Relations - Organizational Awareness - Dealing with Ambiguity - Communication - Problem Solving - Strategic Thinking Benefits - Leadership & HR Partnership - Serve as a trusted HR partner to leaders, managers, and employees across the organization - Provide practical guidance and coaching to leaders on employee matters, performance concerns, team dynamics, and workplace issues - Help leaders navigate change, communicate effectively, and build stronger team engagement - Support consistent application of HR policies, practices, and procedures across the organization - Lead, mentor, and support HR team members while promoting a service-oriented HR culture - Employee Support & Customer Service - Ensure employees and leaders receive timely, thoughtful, and solutions-focused HR support - Act as an escalation point for employee questions, concerns, and workplace matters - Promote a positive employee experience by helping resolve issues with professionalism, empathy, and consistency - Partner with HR team members to improve response times, communication, and overall HR service delivery - Identify opportunities to simplify processes and make HR easier to access and understand - Build trust by being visible, responsive, and approachable to both leaders and employees - Employee Relations & Performance Support - Provide guidance on employee relations matters, including conflict resolution, performance concerns, attendance, behavior, and policy-related issues - Conduct or support workplace investigations as needed, ensuring fair, consistent, and well-documented outcomes - Coach leaders on performance management, corrective action, documentation, and employee conversations - Partner with leadership to identify trends and recommend proactive solutions to reduce recurring employee issues - Support a culture of accountability, respect, and open communication - HR Operations & Compliance - Oversee day-to-day HR operations to ensure HR processes are effective, compliant, and aligned with business needs - Advise leaders and employees on the interpretation and application of HR policies, procedures, and employment-related requirements - Support updates and communication of the employee handbook, policies, and HR practices - Partner with HR functional experts on benefits, leaves, compensation, HRIS, payroll, and compliance matters as needed - Ensure employee data, personnel actions, and HR documentation are accurate, timely, and compliant - Support regulatory and compliance processes, including required reporting, audits, and documentation - Organizational Effectiveness & Engagement - Partner with leaders to identify organizational needs and recommend practical people solutions - Support employee engagement efforts, feedback processes, and action planning - Help strengthen manager capability through coaching, guidance, and HR best-practice support - Support workforce planning, role clarity, team structure discussions, and organizational changes - Use employee feedback, HR trends, and data to identify opportunities for improvement Essential 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 support leaders and employees in a remote work environment - Ability to manage sensitive and confidential information with discretion - Ability to work a flexible schedule that includes regular business hours - Ability to travel up to 5% as needed

Role Description The Technical Project Manager will report into the Project Management Office (PMO) and is responsible for managing technical projects to ensure the proposed plan adheres to the timeline, budget, and scope. Working with the Enterprise Technology team, you will plan Liveops’ technical projects in detail, set milestones and schedules for all project team members, engage stakeholders, and execute each step of the project. This position requires project management expertise, technology/IT experience, and people management skills. In this role, you may simultaneously manage multiple technical projects with varying degrees of complexity. This role plans and manages assigned technical projects to ensure Liveops’ goals and objectives are accomplished. The Technical Project Manager is the single point of accountability for all aspects of support needed to effectively plan, design, and implement assigned projects. Responsibilities include: - Coordination and completion of projects on time, within budget, within scope - Managing risks - Effectively reporting on project status throughout the project lifecycle Qualifications - 3+ years project or program management experience - Experience with Agile and Scrum methodologies; knowledge of Agile Project Management processes, principles, ceremonies, and tools - Project Management certification preferred (Certified Associate in Project Management (CAPM), Project Management Professional (PMP) certification, Certified ScrumMaster (CSM), or equivalent) - Relevant experience in technology and/or IT field (experience working on continuous integration or delivery preferred) - Technical, analytical, computer, and problem-solving skills to be able to use software and to explain the software - General understanding of Git or GitHub - Bachelor's degree (Computer Science, engineering, or related technical field preferred) or equivalent preferred - Experience managing and leading technical projects through the project lifecycle - Excellent organizational skills to successfully manage multiple projects - Proven track record of quality execution, results-driven mindset, risk assessment and mitigation, and sense of urgency in resolving challenges as they arise - Strong communication skills (written and oral) and a demonstrated ability to effectively interact with vendors, peers, stakeholders, and management - Proficiency with Jira, Smartsheet, and/or another equivalent project management tool Requirements - 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 travel as needed (Approx. 5%) - Oversee technical project lifecycle, ensuring timely, budget-conscious, and quality completion - Guide and mentor project teams and staff, promoting Liveops' goals and collaborative culture - Serve as the main contact for vendors and stakeholders, manage communications, and resolve issues Value You Deliver - Lead the technical project team to gather necessary information and stakeholder requirements, establish timelines, assign work, track and report progress, and ensure timeliness of task completion while controlling scope - Prepare reports for upper management regarding project status - Develop and maintain project plans that support achievement of project-specific goals - Schedule and lead meetings/scrum ceremonies, effectively document information, and communicate action items and risks - Interact with vendors, stakeholders, cross-functional teams, and project sponsors as the key point of contact during the various stages of project lifecycles, building confidence with proactive communication - Ensure timely resolution of project roadblocks; manage and appropriately escalate delivery impediments, risks, issues, and changes associated with project deliverables - Manage changes to the project scope, project schedule and project costs using appropriate verification techniques - Ensure all the required deliverables are produced and reviewed - Continuously improve technical project management methodologies and processes - Demonstrate strong communication, problem-solving, and risk management skills

Role Description Are you passionate about providing top-notch support? Liveops is seeking a dedicated individual to be the cornerstone of our agent community's success. As a Client Results Associate, you will be the heartbeat of our operations, offering the first line of support to our independent agents and playing a pivotal role in their business triumphs. If you're a self-starter with a customer-centric mindset and a knack for problem-solving, we want you on our team. Your role is foundational to Liveops success. You nurture a culture of engagement and create a community with our Independent Agents. They turn to you for support and you’re a key element to their business’ success. As the first line of interaction with our Agents, you provide an exceptional Agent experience while ensuring client success. You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is process oriented, adaptable & able to effectively multi-task using several systems simultaneously. Qualifications - High School Diploma, GED or equivalent experience. - 1+ years of contact center/BPO experience or comparable customer service-related work experience. - Mastery of computer basics with an understanding of Microsoft products to include Outlook, Word, Excel, and PowerPoint. - Ability to type 35+ words per minute. - Strong and stable internet connection is required. Internet speed of 100 Mbps download and 25 – 50 Mbps upload. - Comfortable preparing, presenting and hosting sessions for both small and large audiences. - Excellent oral and written communication skills. - Ability to quickly learn and become a subject matter expert. - Ability to work independently and as part of a team with a willingness to mentor and assist in onboarding new team members. - Proactive, adaptable, ability to implement guidance and can work with a sense of urgency while keeping a strong attention to detail. Requirements - Assist independent business owners in developing their skills, achieving business goals and meeting program requirements. - Attention to detail. - Adaptability. - Customer Focused. - Communication Skills. - Quality Orientation. Benefits - Demonstrates a high level of customer experience to support the Agent community. - Team player with the ability to collaborate with cross-functional teams. - Highly motivated self-starter with a can-do attitude. - Capable of utilizing provided resources to assist the Agent community. - Ability to recognize trends within the Agent community and quickly escalate concerns for effective resolution. - Partner with program and cross-functional teams to support the growth of the client business and the Agent community. - Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent engagement. - Provide real-time support to Agents by utilizing resources to quickly answer on-call questions. - Promote active Agent engagement through motivation and education and advancement by diagnosing, troubleshooting, and resolving Agent issues via both on-call and off-call communications while adhering to Liveops compliance standards. - Actively contribute to Agent retention by utilizing current and new support tools. - Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc. - Monitor contacts to identify agent performance and contact trends. - Ability to read and execute instructions for a variety of applications and/or processes. - Point-of-contact to Agent community through the facilitation of sessions, office hours, reach out calls, and daily/weekly communications. - Assist the Brand Specialist with QA specific areas and communication as needed. Essential Job Functions - Ability to work in front of the computer for long periods of time. - Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays. - Ability to lead and/or participate in virtual meetings in a distraction-free environment with a willingness to participate on camera for both internal and external meetings, as needed. - Ability to adapt to rapidly changing business requirements and priorities. - Ability to work independently and meet deadlines.

Role Description The Learning Team is tasked with delivering best-in-class experience to newly contracted and existing independent contractor agents as they certify for client programs. As a Learning Facilitation Analyst, you will be responsible for leading and delivering successful training and onboarding experiences for agents while meeting graduation rate goals across multiple programs. As a critical member of a certification team, you will: - Collaborate in executing agent certifications for your assigned program(s). - Coordinate learning activities and resources while ensuring that all established best practices are followed. - Develop and deliver content based on accepted learning principles. - Analyze class results and previous trends and quickly adjust delivery activities to improve results. - Work closely with the Learning Team leadership and cross-functional partners. This position plays a pivotal role in improving the lives of Liveops agents. Qualifications - Bachelor’s Degree or equivalent years of work experience required. - 5-7 years’ experience in a project management, mentor or lead role. - 5-7 years’ experience in training (virtual experience preferred). - Experience developing learning activities and content. - Experience working directly with internal and external partners. - Thorough knowledge of Microsoft Office suite, Salesforce, and reporting best practices. - Expert multi-tasker and able to handle impromptu changes in direction. Requirements - Ability to sit or stand at a desk for extended periods of time while working. - Available for on-camera virtual meetings and agent sessions 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. - Diligently follow Agent Readiness Team guidelines, including managing calendars, and adhering to time-off protocols to ensure seamless team operations. - Leading and coordinating agent certification. - Analyzing agent performance and making improvements. - Managing certification schedules and communicating with agents. Benefits - Participate in special projects as assigned. - Fulfill additional responsibilities as required within the scope of the position.

Role Description We are seeking an Instructional Designer to help shape the future of certification at Liveops. This role goes beyond building training materials — it focuses on designing smarter, more flexible learning experiences that improve readiness, accelerate performance, and support the transformation of how we certify agents. This role plays a key part in shifting certification from content-heavy onboarding to a performance-first, flexible model. Instructional Designers operate within a Learning Pod model, partnering cross-functionally to drive certification outcomes and continuously improve learning effectiveness. The Purpose of Your Role: - Collaborate with facilitators, developers, leaders, and stakeholders to design and improve learning experiences that drive performance and support evolving certification models. - Design and improve certification experiences aligned to performance outcomes. - Challenge content-heavy approaches and prioritize readiness over coverage. - Use data and feedback to identify and prioritize improvements. - Collaborate within a pod model where ownership and accountability are shared. Qualifications - Bachelor’s degree in a relevant field or equivalent experience. - 3+ years of experience designing learning solutions or curriculum. - Experience with eLearning development tools (Articulate Storyline and Rise, Adobe Captivate, or similar). - Strong communication and project management skills. - Ability to gather, interpret, and act on data. - Strong portfolio demonstrating instructional design capability. Requirements - Ability to work on a computer for extended periods of time. - Ability to work independently in a remote environment. - Ability to participate in virtual meetings in a professional setting. - Ability to manage multiple priorities and meet deadlines. - Design, develop, and improve learning experiences. - Partner effectively with cross-functional stakeholders. Company Description

Role Description Are you a seasoned leader with a passion for delivering outstanding client outcomes and nurturing a high-performing team? Liveops is seeking a dedicated Manager, Operations to lead our community operations and ensure our clients receive top-tier service while supporting the growth and development of our Subject Matter Experts and Independent Agents. As the Manager, Operations, your primary objective is to ensure exceptional results for Liveops clients while providing leadership and mentoring support to our Subject Matter Experts and by extension, our Independent Agents. Your responsibilities encompass: - Overseeing all areas of operations to achieve client goals in customer service and performance metrics. - Upholding internal standards of performance and revenue goals while prioritizing the agent experience. Qualifications - 5-8 years of contact center/BPO experience, with 4 years of management experience. - Bachelor’s degree or equivalent years of work experience required. - Collaborative cross department team player with the ability to engage in virtual meetings effectively. - Availability during program-required hours with flexibility for adjustments and on-call support. - Strong organizational, multitasking, and time management skills. - Excellent communication skills, both in conveying information to clients and fostering relationships. - Deep understanding of customer needs and commitment to delivering high-quality client satisfaction. - Skilled in positive customer interactions that foster trust, manage expectations, and maintain regular communication channels. - An inspirational leader with a strong commitment to team growth and development. - Effective decision-making skills with a focus on resourcefulness, analytics, and technical proficiency. - Demonstrated leadership, empathy, conflict resolution, and recognition of team contributions. Requirements - Driving & Execution Strategic Account Plans. - Responsible for day-to-day engagement, performance, and root cause analysis. - Partner with the Operations Director and Customer Success Director to develop incentive/commission & engagement plans that drive correct agent behavior and program performance. - Achieve KPI goals. - Continuously define and improve internal processes to drive execution of account plans. - Foster and create business innovation to drive increased performance and adoption. - Own Expense budget. - Managing employee payroll. - Managing incentive budget. - Margin control. - Promote active agent engagement and advancement. - Program staffing, agent SOW adherence, and agent attrition rates. - Incentives and rewards, SOW adherence, quality, communication. - Drive strategy for agent engagement leveraging Mini Nations, round tables, and focus groups. - Domain expertise on client program and the Liveops solution. - Drive cross-functional calibration with support functions and teams (Workforce Management, Professional Services, Talent Acquisition and Onboarding, Quality). - Regular touch points with Operations Director, Customer Success Director, and Subject Matter Experts. - Develop relationships with client counterparts to ensure program success. - Active Participation providing operational insights in client calls/QBRs. Benefits - 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 as needed to support US business hours. Eligibility Requirements - Legal authorization to work in the country of employment is required. Rippling Philippines, Inc. will not sponsor individuals for employment visas now or in the future.