The Purpose of Your Role

As an Agent Experience Specialist, you will foster a positive and productive relationship between Liveops and its agents. You’ll provide hands-on support, deliver engaging educational content, and champion new initiatives that drive agent success and satisfaction. Our goal is to mitigate detractors, boost sentiment, and create a meaningful opportunity in which our agent community can thrive.

The Qualifications We’re Looking For:

• A Bachelor’s degree or equivalent work experience.
• 2+ years working in customer success and/or customer support; BPO experience a plus.
• Proficient in Microsoft products and Salesforce.
• Excellent written and verbal communication skills with an attention to detail; must be able to document and present complex content in an organized, simple and concise way.
• Ability to multi-task, prioritize, and meet timelines on deliverables.
• Experience addressing groups using a variety of communication tactics including video, phone, chat, email, etc.
• Self-starter, sense of urgency, works well under pressure, ability to work remotely.
• Interpersonal savvy: a genuine desire to connect with the audience, show empathy and be an advocate.
• Intrapreneurial mindset, with the proven ability to deliver against organizational objectives.
• Proven experience working cross-functionally and with third parties to deliver robust, online educational, & engagement-based programming.
• Highly developed consultative skills with the ability to build strong, long-term relationships with internal teams and the agent community.
• Resourcefulness to identify and use the resources, information, and assistance needed to tackle complex challenges.
• Relentlessly curious; you aren’t afraid to ask questions and put forth the effort of learning a new process or solution from beginning to end.
• Ability to prioritize and multi-task, while keeping a strong attention to detail.
• A highly motivated self-starter with a can-do attitude and ability to problem-solve through a collaborative and team-oriented approach.

The Competencies You Bring

• Adaptability
• Attention to Detail
• Communications
• Conceptual Thinking
• Customer Focus
• Data Gathering & Analysis
• Planning & Organizing
• Presentation Skills
• Teamwork
• Use of Functional/Technical Expertise

The Value You Deliver

Key Responsibilities and Job Duties

• Assist the Agent Experience team in identifying and escalating new agent trends as a result of your daily interactions with the agent community via MyLiveops, live events, 1:1 interactions and other evolving VoC channels.
• Support the agent population by developing or sourcing collateral for comprehensive agent enablement and support, in the form of new learning modules, video tutorials, programmatic agent sessions, how-to guides, and more.
• Pioneer and lead the charge on new agent programming that will support agent success, as well as strengthen their relationship with the Liveops community.
• Identify gaps in the agent community’s online knowledge base and prioritize the development of new assets.
• Serve as a liaison between agents and other Liveops teams, helping to minimize confusion. Efficiently route inquiries to the appropriate teams when necessary.
• Work with cross-functional teams to understand new processes, client-specific pain points, technology updates, outages, etc. to ensure proactive delivery of solutions to the agent community.

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• 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.
• Engage daily with the agent community.
• Develop and deliver agent‑enablement content that improve agent success and overall experience.