Working Solutions is hiring a Program Performance Specialist for call center operations. This remote role involves deep analysis of call connections, leads, and referrals for assigned programs. You will support the Program Manager, agents, customers, and client to ensure high satisfaction and deliver superior metric results.
What You'll Do
- Complete research and training to understand the client’s business, project requirements, and performance metrics.
- Assist the Development Manager with developing tactics and action plans to improve metrics based on customer feedback.
- Analyze trends and identify deviations or exceptions in customer patterns.
- Investigate root causes and recommend solutions to improve group and individual agent metrics.
- Recommend ways to improve processes, internal tools, documentation, and technology to enhance workflow.
- Review top complaint issues and process improvement recommendations with the Quality Manager and implement mitigation efforts.
- Participate in weekly performance meetings with the client and bi-weekly meetings across all partners.
- Report, summarize, and present customer feedback efficiently under tight deadlines.
- Identify processes to compare metrics and Quality Assurance evaluation scores for trends and opportunities.
- Continually work to ensure clients receive superior metric results and that all metrics are met or exceeded.
- Provide daily, weekly, and monthly metric resolution updates for agents and the Development team.
- Provide results reporting to Working Solutions and as requested.
What We're Looking For
- Must be a US citizen or permanent resident for full-time employment consideration.
- Previous experience interpreting and analyzing data, reports, processes, trends, and situations and recommending solutions.
- Previous experience communicating trends and insights using verbal and graphical representation.
- Strong organizational skills, ability to multi-task and work independently.
- Excellent computer skills and experience with the Internet and email.
- Strong customer focus, sense of urgency, problem-solving, and decision-making skills.
- Strong process management abilities, with ability to strategize and problem-solve.
- Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office.
- Proven experience with reporting and data analysis.
- High level of independent judgment and initiative, with a well-developed sense of ownership, urgency, and customer focus.
- Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment.
- Strong oral and written communication skills to effectively convey thoughts to senior leaders, peers, and direct reports.
- Ability to accomplish both client and company goals, handling multiple personalities and demands.
- Ability to use a keyboard and sit at a computer for a large portion of the work period.
- Availability for up to 10% travel if needed.
- Ability to work regular business hours as well as occasional variable hours, including evenings and weekends as necessary.
Technical Stack
- Microsoft Office
Team & Environment
You will support the Program Manager, agents, customers, and the client directly.
Benefits & Compensation
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Work From Home
Work Mode
This is a remote position. Candidates must reside in one of the following states: Arizona, Arkansas, Florida, Iowa, Indiana, Michigan, North Carolina, Nebraska, Ohio, Tennessee, or Texas.
Working Solutions is an equal opportunity employer.
