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About Working Solutions – Innovators in On‑Demand Contact Center Excellence
Working Solutions is a global leader that re‑imagines how businesses connect with their customers through cutting‑edge, on‑demand contact center solutions. Our clients range from fast‑growing tech startups to Fortune‑500 enterprises, all of whom rely on our expertise to deliver seamless, high‑quality customer experiences across voice, chat, email, and social platforms. As a remote‑first organization, we empower our teams to work from anywhere while fostering a collaborative culture built on innovation, accountability, and continuous learning. If you thrive in a fast‑paced environment where data‑driven insight meets real‑world impact, you’ll feel right at home with us.
Why This Role Matters – The Strategic Impact of a Program Performance Specialist
In today’s hyper‑connected marketplace, every phone call, lead, and referral is an opportunity to build trust and drive revenue. As a Program Performance Specialist – Call Center (Night Shift), you become the analytical backbone that ensures our clients meet—and exceed—their service level goals. You will partner directly with Program Managers, agents, Quality Teams, and client stakeholders to translate raw performance data into actionable improvements, ultimately enhancing customer satisfaction and business outcomes.
Position Overview
This is a remote, part‑time role operating primarily during night‑time business hours. While you will enjoy the flexibility to work from your home office, you are expected to be highly responsive, detail‑oriented, and capable of collaborating across time zones. Qualified candidates must reside in one of the following U.S. states: Arizona, Arkansas, Florida, Iowa, Indiana, Michigan, North Carolina, Nebraska, Ohio, Tennessee, Texas, or Wisconsin. U.S. citizenship or permanent residency is required.
Key Responsibilities
- Deep Business Understanding: Conduct comprehensive research and training to gain an intimate knowledge of each client’s business model, project scope, and performance metrics.
- Metric‑Driven Tactics Development: Partner with the Development Manager to design and implement tactical action plans that address performance gaps identified from the “voice of the customer.”
- Trend Analysis & Exception Reporting: Continuously monitor inbound call data, lead generation, and referral patterns; pinpoint deviations, outliers, and emerging trends that could impact service levels.
- Root‑Cause Investigation: Perform systematic investigations into under‑performing agents or processes, presenting evidence‑based recommendations for improvement.
- Process & Tool Optimization: Recommend enhancements to internal workflows, documentation, and technology platforms to streamline agent productivity and data accuracy.
- Quality Management Collaboration: Review top complaint categories with the Quality Manager, co‑create mitigation strategies, and track the effectiveness of corrective actions.
- Performance Review Participation: Attend weekly client performance meetings and bi‑weekly cross‑partner reviews, delivering concise, data‑rich updates.
- Customer Feedback Synthesis: Summarize and present qualitative and quantitative feedback under tight deadlines, ensuring actionable insights are surfaced.
- Metrics & QA Alignment: Work alongside the Development Manager to compare operational metrics with QA evaluation scores, uncovering hidden opportunities.
- Real‑Time Monitoring: Leverage workforce‑management tools to make intra‑day adjustments, optimizing staffing levels and meeting service‑level agreements (SLAs).
- Stakeholder Communication: Build strong relationships with internal teams, agents, and clients at all organizational levels, acting as a trusted advisor.
- Reporting Cadence: Produce daily, weekly, and monthly metric resolution reports for agents and development teams, providing transparent performance visibility.
- Travel Flexibility: Be prepared for up to 10% travel for on‑site client engagements or training sessions, as needed.
Essential Qualifications
- U.S. citizenship or permanent residency with the legal right to work in the United States.
- Minimum of 2‑3 years of experience interpreting complex data sets, constructing performance dashboards, and delivering actionable recommendations.
- Demonstrated ability to communicate trends and insights both verbally and through visual representations (charts, graphs, dashboards).
- Strong organizational aptitude; proven ability to multitask, prioritize, and work autonomously in a remote environment.
- Advanced proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and experience with data‑analysis tools (e.g., Power BI, Tableau, or similar).
- Exceptional written and oral communication skills, with the capacity to convey technical findings to senior leadership in clear, persuasive language.
- Solid math and analytical aptitude, with a track record of high‑accuracy reporting and error‑free data interpretation.
- Customer‑centric mindset, emphasizing urgency, problem‑solving, and a commitment to exceeding client expectations.
- Ability to sit at a computer workstation for extended periods and maintain focus during night‑shift hours.
Preferred Qualifications & Nice‑to‑Have Experiences
- Bachelor’s degree in Business Administration, Statistics, Information Systems, or a related field.
- Experience within a contact‑center environment, particularly in performance management, quality assurance, or workforce management.
- Familiarity with call‑center platforms such as Genesys, Five9, NICE inContact, or similar.
- Hands‑on experience with statistical analysis software (e.g., R, SAS, Python) to deepen insight generation.
- Previous exposure to Agile or Lean Six Sigma methodologies for process improvement.
- Certification in project management (PMP, CAPM) or data analytics (Google Data Analytics, Microsoft Certified: Data Analyst).
Core Skills & Competencies for Success
- Analytical Rigor: Ability to dissect large volumes of call data, identify patterns, and translate findings into clear business actions.
- Strategic Thinking: Forward‑looking perspective that anticipates client needs and proposes proactive improvements.
- Communication Excellence: Tailor messaging for diverse audiences—from agents on the floor to C‑suite executives.
- Collaboration & Influence: Build rapport across functional teams, championing data‑driven decisions while securing stakeholder buy‑in.
- Tech Savvy: Comfort navigating multiple software tools, CRM systems, and real‑time monitoring dashboards.
- Adaptability: Thrive in a fast‑changing environment, pivoting priorities as business demands evolve.
- Time Management: Deliver high‑quality work within tight deadlines, especially during night‑shift periods when many teams are offline.
Career Growth & Learning Opportunities
Working Solutions invests heavily in the professional development of its remote workforce. As a Program Performance Specialist, you will have access to:
- Mentorship Programs: Pairing with senior analytics leaders to accelerate skill acquisition and career progression.
- Continuous Learning Stipends: Annual budget for certifications, online courses, or conferences related to data analytics, contact‑center technology, or leadership.
- Cross‑Functional Projects: Opportunities to contribute to product development, client strategy, or global operations initiatives.
- Leadership Pathways: Clear promotion tracks toward senior analytics, program management, or operations director roles.
- Remote‑First Community: Participation in virtual meet‑ups, hackathons, and knowledge‑sharing sessions that foster a sense of belonging despite geographic dispersion.
Work Environment & Company Culture
At Working Solutions, we believe that a fulfilling career is built on a supportive, inclusive, and innovative culture. Our remote teams enjoy:
- Flexibility: Ability to design a work‑day that balances personal commitments with professional responsibilities.
- Collaborative Tools: State‑of‑the‑art communication platforms (Slack, Teams, Zoom) that bridge the distance gap and keep teams aligned.
- Diversity & Inclusion: A workforce that reflects a broad spectrum of backgrounds, perspectives, and experiences, fostering richer problem‑solving.
- Recognition Programs: Regular shout‑outs, performance‑based awards, and peer‑nominated accolades to celebrate achievements.
- Well‑Being Initiatives: Access to virtual wellness resources, mental‑health days, and ergonomic guidance for home office setups.
Compensation, Perks & Benefits (Overview)
While exact salary ranges will be discussed during the interview process, candidates can expect a competitive compensation package that reflects market rates for remote analytics professionals. In addition to base pay, our total rewards include:
- Performance‑based bonuses tied to metric improvements and client satisfaction.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options with employer matching contributions.
- Paid time off (PTO) and paid holidays, with additional flexibility for night‑shift workers.
- Home office stipend for equipment, high‑speed internet, and ergonomic accessories.
- Employee Assistance Program (EAP) offering counseling and financial wellness support.
- Access to a library of online learning resources, including LinkedIn Learning and Coursera.
Application Process & Next Steps
If you are excited by the prospect of turning data into strategic advantage, love collaborating across borders, and thrive in a night‑shift environment, we want to hear from you. To apply, click the link below, submit your updated resume, and include a brief cover letter that highlights your most relevant experience and why you are passionate about performance analytics.
Take the Next Step
Ready to become a pivotal part of a forward‑thinking, remote‑first organization? Apply now and let’s discuss how you can help our clients achieve superior metric results while advancing your own career.
Apply Now
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Apply Now