Program Performance Manager - Remote

Overview

The Program Performance Manager will ensure program productivity by managing performance through data analytics and team engagement, supporting program teams, agents, and clients to maintain high satisfaction levels.

In Short

• Analyze call data to identify trends and improve efficiency.
• Provide insights from KPI analysis to drive decisions.
• Partner with Program Manager for performance improvements.
• Research call center performance metrics.
• Manage and design reports using various data sources.
• Mentor Program Performance Specialists.
• Maintain documentation on agent tools and processes.
• Monitor program call recordings to understand agent and customer needs.

Requirements

• Bachelor’s Degree preferred with 5+ years in call center analytics.
• Strong analytical skills and proficiency in MS Excel and PowerPoint.
• Ability to prioritize and manage multiple projects.
• Excellent written and oral communication skills.
• Ability to drive change and influence stakeholders.
• Must be a US citizen or permanent resident.
• Ability to work variable hours, including evenings and weekends.

Benefits

• 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