On-demand, multichannel contact center outsourcing. Solutions to manage fluctuating sales and customer service needs.
Program Assistant
Location
Arizona + 8 moreAll locations: Arizona | Florida | Iowa | Nebraska | North Carolina | Ohio | Michigan | Tennessee | Texas
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Program Assistant
Working Solutions
• Assist in all aspects of the Contact Center and the daily operations of assigned programs(s) • Ensure that the program is productive by managing/driving performance • Support the Program Manager, agents, customers, and client on daily needs and ensure high level of satisfaction • Ensure all program ACL’s are maintained, and agent field mapping completed as needed • Complete all program tracking needed (master agent roster, agent offboarding, agent onboarding, attrition tracking, incentive spend, and approving/denying cancellations) • Serve as the point of contact for all agent needs on schedule, weekly minimum hours, invoice and payment questions and reminders • Review the Vyne daily to ensure agent questions are answered • Queue up weekly schedules by program and post schedule reminders/limits to the agent community • Ability to host information sessions as needed on the scheduling process for new team members • Monitor and review agent performance, ensuring all performance and quality guidelines are met • Focus on quality of agent engagement, agent satisfaction, call mechanics, and quality interactions with voice and digital interactions, all to influence top performance for client contracts • Attend weekly team meetings (internal/client)
Job Requirements
- Must be a US citizen or permanent resident to be considered for full-time employment
- Ability to study and understand program requirements and manage multiple programs and tasks simultaneously with great attention to detail
- Strong process management abilities, with 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
- 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
- Ability to travel up to 20% and work variable hours, which may include evenings and weekends.
Benefits
- Annual merit increases
- Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
- Generous paid time off, holidays, and volunteerism time
- An amazing company culture and all the benefits of fully remote work
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