Join the Team as a Program Performance Specialist - Call Center Operations
Working Solutions, a pioneer and industry leader in on-demand contact center solutions, is seeking a highly skilled and motivated Program Performance Specialist to join our team. As a Program Performance Specialist, you will play a critical role in ensuring the success of our clients by deep diving into all aspects of call connections, leads, and referrals. You will work closely with our Program Manager, agents, customers, and clients to ensure a high level of satisfaction and drive business results.
About Working Solutions
At Working Solutions, we are passionate about delivering exceptional customer experiences through our on-demand contact center solutions. Our team of experts works tirelessly to provide innovative solutions that meet the evolving needs of our clients. We pride ourselves on our commitment to excellence, customer focus, and employee satisfaction. As a remote-friendly company, we offer a flexible work environment that allows our team members to work from the comfort of their own homes.
Job Summary
As a Program Performance Specialist - Call Center Operations, you will be responsible for analyzing performance metrics, identifying trends, and recommending solutions to improve workflow and customer satisfaction. You will work closely with our Development Manager, Quality Manager, and clients to ensure that our clients are receiving superior metric results and that all metrics are being met or exceeded.
Key Responsibilities
- Complete research and/or training necessary to thoroughly understand the client’s business and project requirements, with detailed understanding of performance metrics and expectations.
- Assist Development Manager with developing tactics and action plans to improve metrics results based on the voice of the customer.
- Analyze trends and identify deviations/exceptions in customers’ patterns.
- Investigate root causes and recommend solutions to improve group and individual agent metrics.
- Recommend ways to improve processes, internal tools, documentation, and technology to improve workflow.
- Review top complaint issues and process improvement recommendations with Quality Manager and identify and implement mitigation efforts.
- Participate in weekly performance meetings with the client and bi-weekly across all partners.
- Report, summarize, and present customer feedback efficiently and under tight deadlines.
- Identify process with Development Manager to compare metrics and QA evaluation scores to look for trends and opportunities.
- Continually work to ensure that Working Solutions clients are receiving superior metric results and that all metrics are being met or exceeded.
- Provide daily, weekly, monthly metric resolution updates for the agents and Development team.
- Provide results reporting to Working Solutions and as requested.
Requirements and Qualifications
Essential Qualifications:
- Previous experience in interpreting and analyzing data, reports, processes, trends, and situations and recommending solutions.
- Previous experience communicating trends/insights using both verbal and graphical representation.
- Organizational skills, ability to multi-task, and work independently.
- Knowledge of QuickBooks is required.
- Excellent computer skills and experience with the Internet and email.
- Strong customer focus, sense of urgency, problem-solving, and decision-making skills.
- Strong process management abilities, with the ability to strategize and problem-solve throughout.
- Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office.
- Proven experience with reporting and data analysis.
Preferred Qualifications:
- Sales Background.
- Experience with customer service or call center operations.
- Familiarity with performance metrics and customer satisfaction.
Skills and Competencies
- High level of independent judgment and initiative, with well-developed sense of ownership, urgency, and customer focus.
- Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment.
- Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to senior leaders, peers, and direct reports in a clear, logical manner.
- Ability to accomplish both client and company goals, handling multiple personalities and demands.
- Ability to use a keyboard and sit at a computer for a large portion of the work period.
Work Environment and Culture
At Working Solutions, we offer a remote-friendly work environment that allows our team members to work from the comfort of their own homes. We prioritize employee satisfaction and provide opportunities for growth and development. Our company culture is built on the principles of excellence, customer focus, and teamwork.
Career Growth Opportunities and Learning Benefits
As a Program Performance Specialist, you will have opportunities to grow and develop your skills in a fast-paced and dynamic environment. You will work closely with our team of experts and have access to training and development programs that will help you advance in your career.
Compensation and Benefits
We offer a competitive compensation package that includes:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
Availability and Travel
As a remote-friendly company, we require our team members to be available for up to 10% travel if needed. You will also be required to work regular business hours as well as occasional variable hours, including evening and weekend hours as necessary.
How to Apply
If you are a motivated and results-driven professional with a passion for customer satisfaction and performance metrics, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
Don't miss this opportunity to join our team and take your career to the next level! Apply now and become a part of our dynamic team.
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