LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.  

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)

You believe data-led decision making is the norm

You see feedback or failure as motivation to learn and to grow 

You relate to our core principles and want to work with experts in their respective fields

In this role you will:

• Identify, onboard, manage and optimize LivePerson’s Gainshare businesses BPO - Messaging and Call center network to meet agreed KPIs in line with optimised cost-efficient service delivery
• Oversee the delivery, operation and support of all products, processes and systems offered by the Gainshare partner network on behalf of LivePerson, ensuring that agreed service levels are met across all delivery channels
• Work strategically with the Senior Management Team to facilitate operational and cultural change in line with business requirements
• Proactively identify and initiate efficiency, customer experience and sales improvements for our customers (brands) and their customers. 
• Make recommendations for optimizing the performance of both human and bot operations on the accounts.
• Create playbooks and optimization plans with measurable KPIs and timelines and manage their execution.
• Prepare quality presentations at an account and leadership level to articulate account performance, operations excellence, automation and growth opportunities.
• Facilitate and lead regularly scheduled, weekly, monthly or quarterly performance reviews, leveraging operational and messaging expertise to evaluate performance results and recommendations.
• Maintain and monitor operational excellence with partners. This will include initiatives like identifying trends for operational efficiency across partners using key messaging levers and maintaining a healthy labor margin.
• Oversee resource allocation and identify all delivery needs and resources in line with customer requirements and key outcomes
• Work with the team analyst to use the actionable conclusions from partial data-sets and manage optimization of all BPO partners.  
• Review and approve recruitment & attraction strategies and training, learning & development practices

Your qualifications are: 

• Proven experience in a Head of Contact Centre role, managing, motivating and developing a contact centre team
• Operational and technical understanding of Chat and Messaging Contact Center environments and software
• Managing a multi-product contact centre with a mix of delivery channels - i.e. inbound calls, outbound calling, emails, webchat, social media and messaging
• Experience managing large teams to deliver key KPI’s and SLA’s and manage through change
• Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
• Excellent oral and written communication skills

Preferred Skills:

• Bachelor's degree in Finance, Business, Technology, or related technical field
• Experience within Contact Centre operations, managing multiple projects simultaneously
• Experience within the Technology Industry is preferred; SAAS highly favorable
• Deep skills in report design and generation
• Leveraging technology to invent, automate, improve, and scale
• Proven ability to meet deadlines, multitask, and prioritize workload
• Strong solution analysis experience in a global environment with distributed teams

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.