Program Performance Specialist - Call Center - Remote

Overview

As a pioneer and industry leader in on-demand contact center solutions, Working Solutions is looking for a Program Performance Specialist. This position will deep dive into all aspects of the call connections, leads and referrals of assigned program. Support the Program Manager, agents, customers, and client on daily needs and ensure high level of satisfaction.

In Short

• Complete research and/or training necessary to thoroughly understand the client’s business and project requirements.
• Assist Development Manager with developing tactics and action plans to improve metrics results.
• Analyze trends and identify deviations/exceptions in customers’ patterns.
• Investigate root causes and recommend solutions to improve metrics.
• Recommend ways to improve processes and internal tools.
• Review top complaint issues with Quality Manager and implement mitigation efforts.
• Participate in weekly performance meetings with the client.
• Report, summarize, and present customer feedback efficiently.
• Identify trends and opportunities based on metrics and QA evaluation scores.
• Provide daily, weekly, monthly metric resolution updates.

Requirements

• Must reside in one of the following states: AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN, TX, WI.
• Experience in call center operations.
• Strong analytical skills.
• Excellent communication skills.
• Ability to work under tight deadlines.
• Proficient in data analysis tools.

Benefits

• Work remotely.
• Flexible work hours.
• Professional development opportunities.
• Supportive team environment.