Simply Results Talent

Partner with clients to identify opportunities for CX modernization, workflow optimization, AI enablement, automation, and operational transformation Help customers navigate evolving customer experience strategies through the integration of technology, AI, human expertise, and global delivery models Drive adoption and expansion of strategic Liveops capabilities, including AI-enabled and platform-led solutions Translate industry trends, market dynamics, and emerging technologies into actionable recommendations for customers Serve as the voice of the customer internally to influence future innovation, solution development, and service strategy Identify opportunities for account expansion, new solution adoption, and long-term strategic growth Partner closely with Sales, Product, Professional Services, Technology, and Operations teams to align solutions with customer priorities and business objectives Support the development of outcome-based partnership opportunities and value-driven solution strategies Drive commercial growth through consultative relationship management and strategic business alignment Coordinate internal teams to ensure alignment between customer expectations, operational execution, and business outcomes Collaborate across Workforce Management, Talent Acquisition, Training, Operations, Professional Services, Technology, and Product teams to deliver seamless customer experiences Lead cross-functional efforts focused on continuous improvement, innovation, scalability, and operational excellence Influence internal priorities and decision-making based on customer needs, strategic opportunities, and market trends

Manager, Operations

Location

Philippines

Posted

34 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Manager, Operations

Simply Results Talent

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.

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