Job 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 real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment.

• 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

• Work From Home

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