Director, Client Results

LiveOps Inc
US - Florida - Orlando
January 26, 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 needed
The Competencies You Bring Ambiguity * Negotiating * P&L Ownership * Presentation Skills * Strategic Thinking
The 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 stability

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 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 Requirements Eligible 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 Employer Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The
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Read the full job description and apply online on the recuiter's web-site

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