Program Performance Specialist

Working Solutions; Clayton (NC); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Annual merit increases

Comprehensive benefits package (health

401(k) with company match

Generous paid time off

Fully remote work

Job summary

Working Solutions is seeking a dedicated quality and performance analyst to monitor agent performance and ensure adherence to guidelines. You will document processes to help grow client contracts and drive top results.

With a focus on agent engagement, call quality, and data-driven insights, you will analyze trends, identify deviations, and propose practical improvements to KPIs. This is a fully remote US role with competitive benefits.

Qualifications

• Minimum 5 years’ contact center operations experience preferred.
• Minimum 2 years’ experience as a business data analyst preferred.
• Experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions.
• Experience communicating trends/insights using both verbal and graphical representation.

Responsibilities

• Continuously monitor and review performance of Working Solutions Agents and document processes.
• Review issues and develop tactics to improve KPI performance.
• Analyze trends and identify deviations in customer and program patterns.
• Investigate root causes and propose solutions to improve KPIs.
• Suggest improvements to processes, tools, documentation and technology.
• Utilize available toolbox to improve processes, KPIs and agent engagement.
• Participate in internal and client performance/quality meetings.
• Report, summarize and present feedback efficiently under tight deadlines.
• Identify/compare QA scores and KPIs to spot trends and opportunities.
• Ensure clients receive superior results and KPIs are met or exceeded.
• Provide results reporting to Working Solutions as requested.

Skills

Data analysis

Performance metrics

Trend analysis

Communication

Problem solving

Job description

Continuously monitor and review performance of Working Solutions Agents, ensuring all performance and quality guidelines are met, and document internal processes, to contribute to the growth and success of Working Solutions. Continual focus on quality of agent engagement, agent satisfaction, call mechanics, quality interactions with voice and digital interactions, all to influence top performance for client contracts. To qualify for employee positions, candidates must be legal residents of one of the following states: AR, AZ, FL, IN, IA, MI, NC, NE, OH, TN, TX.

Duties

• Complete research and/or training necessary to thoroughly understand the client’s business and program requirements, with detailed understanding of performance/quality metrics and expectations.
• Review top issues and process improvement recommendations and develop tactics and action plans to improve programs KPI’s.
• Analyze trends and identify deviations/exceptions in customer and program patterns.
• Investigate root causes and recommend solutions to improve overall program quality in KPIs.
• Recommend ways to improve processes, internal tools, documentation, and technology to improve work flow.
• Utilize toolbox available to improve processes, quality, KPIs and agent engagement such as, but not limited to, education modules, round table sessions, Vyne updates.
• Participate in internal and client performance/quality meetings.
• Report, summarize, and present feedback efficiently and under tight deadlines.
• Identify/compare QA evaluation scores and KPIs to look for trends and opportunities.
• Continually work to ensure that Working Solutions’ clients are receiving superior results and that all KPIs are being met or exceeded.
• Provide results reporting to Working Solutions as requested.

Requirements

Must be a US citizen or permanent resident to be considered for full-time employment

• Minimum 5 years’ contact center operations experience preferred.
• Minimum 2 years’ experience as a business data analyst preferred.
• Previous experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions.
• Previous experience communicating trends/insights using both verbal and graphical representation.

In addition to a competitive base salary, Working Solutions employees are eligible for a comprehensive benefits package including, but not limited to:

• Annual merit increases
• Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
• Generous paid time off, holidays, and volunteerism time
• An amazing company culture and all the benefits of fully remote work

We believe in providing equal pay for equal work. Our compensation practices are designed to ensure fairness and are regularly reviewed to maintain this standard.