代理体验专员
Agent Experience Specialist
关于Liveops
Liveops正在重新定义在现代、全天候世界中外包客户服务的含义，我们坚信真正的连接能推动品牌忠诚度。25多年来，我们结合前沿技术与值得信赖的远程、富有同理心的人力资源，提供灵活、高接触度的客户服务解决方案，精准而细致地扩展。作为灵活用工模式的先驱，我们拥有无与伦比的适应性——帮助品牌随时随地满足客户需求。从复杂的互动到季节性激增，我们自豪地为财富500强和企业客户提供服务，打造赢得信任并带来持久影响的个性化体验。这不是外包；这是更聪明的策略。了解更多，请访问。
你的角色职责
作为代理体验专家，你将促进Liveops与其代理之间的积极且高效的关系。你将提供实际支持，提供引人入胜的教育内容，并推动能提升代理成功和满意度的新举措。我们的目标是减少负面因素，提升情绪，并创造一个让我们的代理社区蓬勃发展的有意义的机会。
我们寻找的资格条件：
本科学位或同等工作经验。
2年以上客户成功和/或客户服务经验；有BPO经验者优先。
熟练使用微软产品和Salesforce。
出色的书面和口头沟通能力，注重细节；能够以有组织、简洁明了的方式记录和展示复杂内容。
能够多任务处理、优先排序并按时交付成果。
有通过视频、电话、聊天、电子邮件等多种沟通方式向群体传达信息的经验。
主动性强，有紧迫感，在压力下工作良好，能够远程工作。
人际敏锐度：真诚地希望与受众建立联系，展现同理心并成为他们的倡导者。
企业家精神，有证明的能力来实现组织目标。
有跨职能合作和与第三方合作的经验，以提供强大、在线教育和基于参与的项目。
高度发展的咨询技能，能够与内部团队和代理社区建立牢固的长期关系。
有解决问题的主动性，能够识别并利用所需的资源、信息和帮助来应对复杂挑战。
不断探索；你不怕提问，
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About Liveops
Liveopsis redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years,we’vepairedcutting-edgetechnology with trusted, remote, and empathetic humanexpertiseto deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact.It’snot outsourcing;it’soutsmarting. To learn more, visit.
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 QualificationsWe’reLooking 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.
EssentialJobFunctions
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.
Originally posted on Himalayas