Program Performance Specialist

Working Solutions; North Carolina; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Annual merit increases

Comprehensive health/dental/vision/lif

401(k) with company match

Generous paid time off

Fully remote work

Job summary

Working Solutions is seeking a detail-oriented professional to monitor agent performance and ensure adherence to quality guidelines. The role emphasizes data analysis, KPI tracking, and continuous process improvement in a fully remote setting.

The ideal candidate has 5+ years in contact center operations or analytics, and can translate trends into actionable recommendations while communicating insights clearly to stakeholders.

Qualifications

• US resident or citizen and able to work full-time remotely.
• 5+ years in contact center operations or related analytics roles.
• Experience interpreting data, reports, trends and providing actionable insights.
• Ability to communicate trends and insights with data visuals.

Responsibilities

• Monitor and review agent performance to meet quality guidelines.
• Analyze trends, identify deviations, and recommend improvement tactics.
• Investigate root causes and propose solutions to raise KPIs.
• Prepare and present feedback and reports under tight deadlines.
• Collaborate in internal/client performance and quality meetings.
• Support process/tools enhancements to improve workflows.

Skills

Data analysis

Quality assurance

KPI analysis

Root cause analysis

Trend analysis

Verbal communication

Graphic data presentation

Process improvement

Tools

Vyne

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.