Program Performance Analyst

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

📋 Description

• Execute reporting and analyze call data to uncover trends, pinpoint issues, and identify efficiency enhancements.

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

• Collaborate with the Program Manager and client to evaluate data, offer insights, and suggest modifications.

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

• Investigate the effects of challenges and achievements related to call center performance.

• Connect data analysis with the Program Manager and client, recommending strategies to boost performance.

• Create and uphold client and internal team presentations featuring professional visuals and significant data.

• Design, execute, and manage reports utilizing historical data, statistical forecasts, sales feedback, promotional plans, and market trends.

• Conduct weekly reviews and monitoring of program call recordings.

• Assist in the daily operations of assigned contact center programs while supporting the Program Manager, agents, customers, and clients.

⛳️ Requirements

• Must be a US citizen or permanent resident for full-time employment.

• Experience in client relationship management is required.

• Over 5 years of experience in call center processes and techniques, data analysis, and reporting.

• Exceptional analytical and problem-solving abilities.

• Strong proficiency in MS Excel, CoPilot, AI LLMs, Power BI, and PowerPoint.

• High level of independent judgment, initiative, and accountability.

• Ability to recognize needs, prioritize tasks, multitask, manage multiple large projects, adapt to shifting priorities, and deliver with minimal supervision.

• Ability to leverage relationships to achieve results.

• Determination, resilience, and a positive attitude in changing circumstances.

• Excellence in both written and oral communication.

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

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

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

• Willingness to travel up to 20%.

🏝️ Benefits

• Annual merit increases.

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

• 401(k) with company matching contributions.

• Generous paid time off.

• Holidays and volunteer time.

• Exceptional company culture.

• Advantages of fully remote work.

• Equal pay for equal work.