Working Solutions logo
Working Solutions

Founded in 1996, Working Solutions is a provider of on-demand sales and customer service agents who work from home. An "on-demand workforce expert," the company believes that flexi

Program Performance Specialist

Location

United States

Posted

8 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Program Performance Specialist

Working Solutions

Role Description Continuously monitor and review performance of Working Solutions Agents, ensuring all performance and quality guidelines are met, and document internal processes, to contribute to the growth and success of Working Solutions. Continual focus on quality of agent engagement, agent satisfaction, call mechanics, quality interactions with voice and digital interactions, all to influence top performance for client contracts. - Complete research and/or training necessary to thoroughly understand the client’s business and program requirements, with detailed understanding of performance/quality metrics and expectations. - Review top issues and process improvement recommendations and develop tactics and action plans to improve programs KPI’s. - Analyze trends and identify deviations/exceptions in customer and program patterns. - Investigate root causes and recommend solutions to improve overall program quality in KPIs. - Recommend ways to improve processes, internal tools, documentation, and technology to improve work flow. - Utilize toolbox available to improve processes, quality, KPIs and agent engagement such as, but not limited to, education modules, round table sessions, Vyne updates. - Participate in internal and client performance/quality meetings. - Report, summarize, and present feedback efficiently and under tight deadlines. - Identify/compare QA evaluation scores and KPIs to look for trends and opportunities. - Continually work to ensure that Working Solutions’ clients are receiving superior results and that all KPIs are being met or exceeded. - Provide results reporting to Working Solutions as requested. Qualifications - Must be a US citizen or permanent resident to be considered for full-time employment. - Minimum 5 years’ contact center operations experience preferred. - Minimum 2 years’ experience as a business data analyst preferred. - Previous experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions. - Previous experience communicating trends/insights using both verbal and graphical representation. Requirements - Scheduled hours are Friday & Saturday from 11pm CST - 7am CST. - Please note you may not work as both a contractor and an employee for the same company. Benefits - We believe in providing equal pay for equal work. Our compensation practices are designed to ensure fairness and are regularly reviewed to maintain this standard. Privacy Policy - We collect your mobile number and related opt-in data for the delivery of SMS messages. Your mobile opt-in data and consent will not be shared with third parties or affiliates for marketing or promotional purposes. - You will receive text messaging about interviewing, assessments and additional correspondence specific to the position in which you applied. - You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. - If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance. - Carriers are not liable for delayed or undelivered messages. - As always, message and data rates may apply for any messages sent to you from us and to us from you. - If you have any questions regarding privacy, please read our privacy policy below: Texting Privacy Policy and Information: No mobile information will be shared with third parties/affiliates for marketing/promotional purposes.

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A nonprofit organization, HealthCorps is on a mission to end health inequality and help young people live healthier lives, both mentally and physically. Establi

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Boeing logo

Items of Interest Lead - Air Combat Electronic Attack Sustainment Program (ACEASP)

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Mass General Brigham logo

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Mass General Brigham connects a full spectrum of care across a system of academic medical centers, specialty and community hospitals, physician networks, a heal

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