Program Performance Specialist

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

📋 Description

• Continuously assess and evaluate the performance of Working Solutions Agents.

• Ensure adherence to performance and quality standards.

• Document internal workflows and processes.

• Gain a comprehensive understanding of client business needs, program requirements, performance metrics, and expectations.

• Review challenges and provide recommendations for process enhancements.

• Formulate strategies and action plans to boost program KPIs.

• Analyze trends to identify deviations and anomalies in customer and program behaviors.

• Investigate root causes and propose solutions to enhance program quality.

• Suggest improvements to processes, internal tools, documentation, technologies, and workflows.

• Utilize educational modules, round table discussions, and Vyne updates to refine processes, quality, KPIs, and agent engagement.

• Engage in internal and client performance and quality meetings.

• Efficiently report, summarize, and present feedback under tight deadlines.

• Compare QA evaluation scores and KPIs to uncover trends and opportunities.

• Ensure clients achieve exceptional results and KPIs are met or surpassed.

• Provide performance reporting to Working Solutions as requested.

⛳️ Requirements

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

• Candidates must be US citizens or permanent residents to qualify for full-time employment.

• A minimum of 5 years of experience in contact center operations is preferred.

• At least 2 years of experience as a business data analyst is preferred.

• Proficient in interpreting and analyzing data, reports, processes, trends, and situations, along with recommending solutions.

• Experience in communicating trends and insights through both verbal and graphical means.

🏝️ Benefits

• Annual merit-based salary increases.

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

• 401(k) plan with company matching contributions.

• Generous paid time off policy.

• Paid holidays and time for volunteerism.

• Fully remote work opportunities.

• Comprehensive benefits package.