Program Performance Specialist

2 hours ago

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Working Solutions

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Contact Center Solutions • Customer Sales and Service • Outsourced Call Center • Business Process Outsourcing • BPO Operations

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Description

• Position is virtual, but qualified candidates must reside in one of the following states: AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN, TX, WI. • 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. • Responsibilities: • Complete research and/or training necessary to thoroughly understand the client’s business and project requirements, with detailed understanding of performance metrics and expectations. • Assist Development Manager with developing tactics and action plans to improve metrics results based on the voice of the customer. • Analyze trends and identify deviations/exceptions in customers’ patterns. • Investigate root causes and recommend solutions to improve group and individual agent metrics. • Recommend ways to improve processes, internal tools, documentation, and technology to improve workflow. • Review top complaint issues and process improvement recommendations with Quality Manager and identify and implement mitigation efforts. • Participate in weekly performance meetings with the client and bi-weekly across all partners. • Report, summarize, and present customer feedback efficiently and under tight deadlines. • Identify process with Development Manager to compare metrics and QA evaluation scores to look for trends and opportunities. • Continually work to ensure that Working Solutions clients are receiving superior metric results and that all metrics are being met or exceeded. • Provide daily, weekly, monthly metric resolution updates for the agents and Development team. • Provide results reporting to Working Solutions and as requested.

Requirements

• Must be a US citizen or permanent resident to be considered for full-time employment • Previous experience in interpreting and analyzing data, reports, processes, trends and situations and recommending solutions. • Previous experience communicating trends / insights using both verbal and graphical representation. • Organizational skills, ability to multi-task and work independently. • Excellent computer skills and experience with the Internet and email. • Strong customer focus, sense of urgency, problem solving and decision-making skills. • Strong process management abilities, with ability to strategize and problem-solve throughout. • Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office. Proven experience with reporting and data analysis. • High level of independent judgment and initiative, with well-developed sense of ownership, urgency, and customer focus. • Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment. • Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to senior leaders, peers and direct reports in a clear, logical manner. • Ability to accomplish both client and company goals, handling multiple personalities and demands. • Ability to use a keyboard and sit at a computer for a large portion of the work period. • Availability for up to 10% travel if needed and ability to work regular business hours as well as occasional variable hours, including evening and weekend hours as necessary.

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