Program Performance Analyst

This is a fully remote position, open to applicants in Arizona, +8 more states.

📋 Description

• Transform operational data into actionable insights that enhance efficiency, agent performance, and customer satisfaction.

• Support all facets of the Contact Center, including the daily management of assigned programs.

• Drive performance through data analytics, strategic recommendations, and team engagement initiatives.

• Provide ongoing support to the Program Manager, agents, customers, and clients.

• Conduct reporting and analyze call data to identify trends, pinpoint issues, and uncover opportunities for efficiency.

• Deliver results reporting to Working Solutions management and/or clients.

• Collaborate with the Program Manager and clients to analyze data, offer insights, and suggest improvements.

• Offer strategic insights and analytics for KPI assessments, team evaluations, and account profitability analysis.

• Investigate and assess issues and successes related to call center performance.

• Connect data analysis to the Program Manager and clients, recommending tactics for performance enhancement.

• Prepare and maintain client and internal team presentations featuring professional visuals and valuable data insights.

• Design, produce, and sustain reports utilizing historical data, statistical forecasts, sales feedback, promotional strategies, and market trend analysis.

• Review and monitor program call recordings on a weekly basis.

• Understand the voices and needs of both agents and customers.

⛳️ Requirements

• Candidates must be a US citizen or permanent resident to qualify for full-time employment.

• Must be a legal resident of Arkansas, Arizona, Florida, Indiana, Iowa, Michigan, North Carolina, Nebraska, Ohio, Tennessee, or Texas.

• Experience in client relationship management is essential.

• A minimum of 5 years’ experience with call center processes, data analysis, and reporting is required.

• Exceptional analytical and problem-solving capabilities are a must.

• Proficient computer skills are necessary.

• Strong familiarity with MS Excel, CoPilot, AI LLMs, Power BI, and PowerPoint is expected.

• A high degree of independent judgment, initiative, and ownership is required.

• Ability to identify needs, prioritize tasks, multi-task, manage large projects simultaneously, adapt to changing priorities, and fulfill requests with minimal supervision in a fast-paced environment.

• Proven capability to effectively leverage relationships to achieve results.

• Demonstrated determination, resilience, and positivity in dynamic situations.

• Excellent written and verbal communication skills are essential.

• Ability to drive change and foster cooperation based on shared goals and business objectives.

• Capacity to use a keyboard and sit at a computer for significant portions of the work period.

• Flexibility to work variable hours, including evenings and weekends.

• Willingness to travel up to 20% is required.

🏝️ Benefits

• Annual merit increases.

• Options for health, dental, vision, life, disability, and supplemental insurance plans.

• 401(k) plan with company matching.

• Generous paid time off policies.

• Paid holidays.

• Time allocated for volunteerism.

• Fully remote work opportunities.

• Equal pay for equal work.