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.
- 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