Join the Team: Program Performance Specialist - Call Center Operations
Working Solutions, a pioneer and industry leader in on-demand contact center solutions, is seeking a highly skilled Program Performance Specialist to join our dynamic team. As a Program Performance Specialist, you will play a critical role in ensuring the success of our clients by analyzing performance metrics, identifying areas for improvement, and implementing solutions to drive exceptional results. If you are a motivated and detail-oriented professional with a passion for data analysis and customer satisfaction, we encourage you to apply for this exciting opportunity.
About Working Solutions
At Working Solutions, we pride ourselves on being a leader in the contact center industry, providing innovative solutions to meet the evolving needs of our clients. Our team is dedicated to delivering exceptional customer experiences, and we are committed to fostering a culture of collaboration, innovation, and growth. As a remote-friendly company, we offer the flexibility to work from home and provide a comprehensive benefits package to support our employees' well-being and success.
Key Responsibilities:
- Client Onboarding and Research: Complete research and training necessary to thoroughly understand the client's business and project requirements, including performance metrics and expectations.
- Performance Analysis and Improvement: Analyze trends and identify deviations/exceptions in customer patterns, investigating root causes and recommending solutions to improve group and individual agent metrics.
- Process Improvement and Recommendations: Recommend ways to improve processes, internal tools, documentation, and technology to enhance workflow and efficiency.
- Collaboration and Communication: Participate in weekly performance meetings with clients and bi-weekly meetings across all partners, reporting and summarizing customer feedback efficiently and under tight deadlines.
- Metric Resolution and Updates: Provide daily, weekly, and monthly metric resolution updates for agents and the Development team, ensuring that clients receive superior metric results and that all metrics are met or exceeded.
- Real-time Monitoring and Adjustments: Conduct real-time monitoring via available tools and workforce management techniques to make intra-day adjustments, maximizing resource efficiency and achieving service level goals and business objectives.
- Relationship Building and Communication: Develop strong relationships with internal teams and customers, communicating effectively with all organizational levels and building trust.
Requirements and Qualifications:
Essential Qualifications:
- Previous Experience: Previous experience in interpreting and analyzing data, reports, processes, trends, and situations, and recommending solutions.
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information in a clear and logical manner.
- Organizational Skills: Strong organizational skills, with the ability to multi-task, work independently, and prioritize tasks effectively.
- Technical Skills: Excellent computer skills, experience with the Internet and email, and proficiency in Microsoft Office.
- Analytical Aptitude: Superior math and analytical aptitude, with a strong working knowledge of reporting and data analysis.
- Independent Judgment: High level of independent judgment and initiative, with a well-developed sense of ownership, urgency, and customer focus.
Preferred Qualifications:
- Call Center Experience: Previous experience in a call center environment, preferably in a performance management or quality assurance role.
- Data Analysis Tools: Experience with data analysis tools, such as Excel, SQL, or Tableau.
- Project Management: Experience with project management methodologies and tools, such as Agile or Asana.
What We Offer:
Compensation and Benefits:
- Competitive Salary: A competitive salary range for this role, with opportunities for growth and advancement.
- Remote Work: The opportunity to work from home and enjoy a flexible work environment.
- Comprehensive Benefits: A comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and paid time off.
- Career Growth: Opportunities for career growth and professional development, with a focus on mentorship and training.
Our Culture and Values:
At Working Solutions, we value a culture of collaboration, innovation, and growth. We believe in fostering a positive and inclusive work environment that supports the well-being and success of our employees. Our core values include:
- Customer Focus: We prioritize the needs of our clients and strive to deliver exceptional customer experiences.
- Innovation: We encourage innovation and creativity, seeking new ways to improve our processes and services.
- Collaboration: We believe in the power of teamwork and collaboration, working together to achieve common goals.
- Growth: We prioritize the growth and development of our employees, providing opportunities for learning and advancement.
How to Apply:
If you are a motivated and detail-oriented professional with a passion for data analysis and customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.
We are eager to hear from talented candidates like you and look forward to the opportunity to discuss this position further.
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