Experienced Program Performance Specialist - Call Center Operations and Customer Experience Enhancement

Introduction to Working Solutions

Working Solutions, a pioneering force in on-demand contact center solutions, is seeking an exceptional Program Performance Specialist to join our dynamic team. As a leader in our industry, we pride ourselves on delivering superior customer experiences and driving business success for our clients. This is an exciting remote opportunity with an immediate start, offering a competitive salary package commensurate with experience. If you are a motivated and results-driven individual with a passion for enhancing customer experiences and driving performance excellence, we encourage you to apply for this challenging and rewarding role.

Job Overview

As a Program Performance Specialist, you will play a critical role in analyzing and optimizing the performance of our call center operations, ensuring that our clients receive exceptional service and that our business objectives are met or exceeded. You will work closely with our Program Manager, agents, customers, and clients to identify areas for improvement, develop and implement action plans, and drive continuous improvement. This is a unique opportunity to make a significant impact on our business and our clients' success.

Key Responsibilities

• Conduct thorough research and training to gain a deep understanding of our clients' businesses and project requirements, including performance metrics and expectations.
• Collaborate with the Development Manager to develop tactics and action plans to improve metrics results based on customer feedback and voice of the customer analysis.
• Analyze trends and identify deviations or exceptions in customer patterns, investigating root causes and recommending solutions to improve group and individual agent metrics.
• Recommend process improvements, internal tools, documentation, and technology enhancements to optimize workflow and efficiency.
• Review top complaint issues and process improvement recommendations with the Quality Manager, identifying and implementing mitigation efforts to enhance customer satisfaction.
• Participate in weekly performance meetings with clients and bi-weekly meetings with partners, providing timely and actionable insights to drive business decisions.
• Report, summarize, and present customer feedback efficiently and effectively, meeting tight deadlines and communicating complex information in a clear and concise manner.
• Identify opportunities to compare metrics and QA evaluation scores, working with the Development Manager to analyze trends and drive continuous improvement.
• Provide real-time monitoring and intra-day adjustments to maximize resource efficiency and achieve service level goals and business objectives.
• Communicate effectively with all organizational levels, building strong relationships with internal teams and customers, and working collaboratively in a fast-paced environment.
• Provide daily, weekly, and monthly metric resolution updates for agents and the Development team, ensuring that all stakeholders are informed and aligned.
• Deliver results reporting to Working Solutions and clients, providing actionable insights and recommendations to drive business success.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Previous experience in interpreting and analyzing data, reports, processes, trends, and situations, with a proven track record of recommending effective solutions.
• Strong communication and presentation skills, with the ability to communicate trends and insights using both verbal and graphical representation.
• Excellent organizational skills, with the ability to multi-task, work independently, and prioritize tasks effectively in a fast-paced environment.
• Strong computer skills and experience with the Internet, email, and Microsoft Office, with a proven ability to learn new systems and technologies quickly.
• A strong customer focus, with a sense of urgency, problem-solving, and decision-making skills, and a proven ability to work effectively in a team environment.

Preferred Qualifications

While not essential, the following preferred qualifications will be highly regarded:

• Previous experience in a call center or customer service environment, with a deep understanding of the challenges and opportunities in this sector.
• Experience with data analysis and reporting tools, with the ability to extract insights and recommendations from complex data sets.
• A strong understanding of process management principles and practices, with the ability to strategize and problem-solve effectively.
• Experience working in a remote or virtual team environment, with a proven ability to work effectively with minimal supervision.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Analytical skills: The ability to analyze complex data sets, identify trends and insights, and recommend effective solutions.
• Communication skills: The ability to communicate effectively with all organizational levels, including clients, customers, and internal teams.
• Problem-solving skills: The ability to identify problems, analyze root causes, and recommend effective solutions.
• Time management skills: The ability to prioritize tasks, manage multiple projects, and meet tight deadlines in a fast-paced environment.
• Customer focus: A strong customer focus, with a sense of urgency and a commitment to delivering exceptional customer experiences.

Career Growth Opportunities

At Working Solutions, we are committed to the growth and development of our employees. As a Program Performance Specialist, you will have access to a range of career growth opportunities, including:

• Professional development: Opportunities to develop new skills and competencies, including training and development programs, mentoring, and coaching.
• Career progression: Opportunities to progress your career, including promotions, lateral moves, and new challenges.
• Networking opportunities: Opportunities to network with other professionals, including clients, customers, and internal teams.

Work Environment and Company Culture

At Working Solutions, we pride ourselves on our dynamic and supportive work environment. As a remote employee, you will be part of a virtual team, with opportunities to collaborate and communicate with colleagues and stakeholders across the business. Our company culture is built on the following values:

• Customer focus: A commitment to delivering exceptional customer experiences.
• Integrity: A commitment to acting with integrity, honesty, and transparency.
• Respect: A commitment to respecting and valuing diversity, inclusion, and individuality.
• Collaboration: A commitment to collaborating and working effectively with others.

Compensation, Perks, and Benefits

As a Program Performance Specialist, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive salary: A competitive salary package, commensurate with experience.
• Benefits: Access to a range of benefits, including health, dental, and vision insurance, 401(k) matching, and paid time off.
• Professional development: Opportunities for professional development, including training and development programs, mentoring, and coaching.
• Flexible work arrangements: Flexible work arrangements, including remote work options and flexible hours.

Conclusion

If you are a motivated and results-driven individual with a passion for enhancing customer experiences and driving performance excellence, we encourage you to apply for this challenging and rewarding role. As a Program Performance Specialist, you will play a critical role in analyzing and optimizing the performance of our call center operations, ensuring that our clients receive exceptional service and that our business objectives are met or exceeded. With a competitive salary package, opportunities for career growth and development, and a dynamic and supportive work environment, this is an opportunity not to be missed. Apply now and take the first step towards a rewarding new role.