Program Performance Specialist - Call Center, Remote from Certain States

Program Performance Specialist

Position is virtual, but qualified candidates must reside in one of the following states : AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN or TX.

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.