Requirements and responsibilities
Are you a seasoned professional with a passion for delivering outstanding client outcomes and nurturing a high-performing team? Liveops is seeking a dedicated Manager of Client Results to lead our community operations and ensure our clients receive top-tier service while supporting the growth and development of our Independent Agents.Workers in this role will be employed by Rippling Philippines, Inc. as the Employer of Record and contracted to work with Liveops.The Purpose of Your Role As the Manager of Client Results, your primary objective is to ensure exceptional results for Liveops clients while providing unwavering support to Independent Agents. Your responsibilities encompass overseeing all Community operations components of the account to achieve client goals in customer service and performance metrics. Simultaneously, you will uphold internal standards of performance and revenue goals while prioritizing the agent experienceThe Qualifications We’re Looking For3-5 years of contact center/BPO experience, with 2 years of management or team lead 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 The Competencies You Bring*Customer Focus *Data Gathering & Analysis * Individual Impact and Influence *Management *Results OrientationThe Value You DeliverKey Responsibilities and Job DutiesDriving & Execution Strategic Account PlansResponsible for day-to-day engagement, performance, and root cause analysisPartner with Account Director to develop incentive/commission & engagement plans that drives correct agent behavior and program performanceAchieve KPI goalsContinuously define, and improve internal processes to drive execution of account plansFoster and create business innovation to drive increased performance and adoptionOwns Expense budgetManaging employee payrollManaging incentive budgetMargin controlPromote active agent engagement and advancementProgram staffing, agent SOW adherence, and agent attrition ratesIncentives and rewards, SOW adherence, quality, communicationDrive strategy for agent engagement leveraging Mini Nations, round tables and focus groupsSME (Subject Matter Expert) on client program and the Liveops solutionBusiness CalibrationDrive cross-functional calibration with support functions and teams (Workforce Management, Professional Services, Talent Acquisition and Onboarding, Quality)Regular touch points with Account Director, Agent Results Advocate & AgentsDevelop relationships with client counterparts to ensure program successParticipation/Driver in client calls/QBR’sEssential Job FunctionsEssential 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.Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays as needed to support US business hours. About LiveopsLiveops is 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’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to 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’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.
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