Program Performance Manager - Call Center - Remote

Overview

The Program Performance Manager will ensure program productivity in a virtual environment by managing performance through data analytics and team engagement.

In Short

• Position is virtual, candidates must reside in specific US states.
• Analyze call data to identify trends and improve efficiency.
• Provide strategic insights from KPI and team analysis.
• Partner with program managers to recommend performance improvements.
• Design and manage reports for performance metrics.
• Mentor Program Performance Specialists.
• Maintain documentation of agent tools and processes.
• Monitor program call recordings for quality assurance.

Requirements

• Experience in data analytics and call center operations.
• Strong analytical and reporting skills.
• Ability to mentor and manage team members.
• Excellent communication skills.
• Proficiency in performance management techniques.

Benefits

• Work from home flexibility.
• Opportunity for career progression.
• Supportive team environment.
• Access to training and development resources.