Program Performance Manager - Call Center (Telecommute)

**Position is virtual, but qualified candidates must reside in one of the following states: AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN, TX.

As a pioneer and industry leader in on-demand contact center solutions, Working Solutions is looking for a Program Performance Manager. This position will ensure that programs are productive by managing and driving performance through data analytics, recommendations for successful outcomes and team engagement. Support the program teams, agents and clients on daily needs and ensure high level of satisfaction.

Responsibilities:

• Complete reporting and analyze call data to identify trends, isolate issues and find opportunities to increase efficiency. Utilizing strong data interpretation skills, provide results reporting to Working Solutions management and/or client as requested.
• Provide key strategic insights and analytics from KPI analysis, team analysis and account profitability to drive decisions needed to meet business requirements.
• Partner with Program Manager and Education/Development teams to share insights gained from this data analysis and recommend changes to enhance results. Recommend tactics to improve performance.
• Research and analyze the impact of issues/successes associated with call center performance, including call trends, call drivers, key performance indicators, etc.
• Design, deliver, maintain, run/complete, distribute and manage reports using historical data, statistical projections, sales feedback, promotional plans, and market trend information from various sources on a daily, weekly, monthly, quarterly, annual and/or ad hoc basis which depict metrics, results, call trends, etc.
• Manage and mentor assigned Program Performance Specialist(s). Prepare as capable back-ups and provide guidance and tools to assist in career progression. Deliver performance feedback for these employees. Oversee results of Quality Assurance Contractors.
• Help maintain documentation on all “agent tools”, ensuring all internal tools and processes are documented with current requirements. Develop and support working relationships and the exchange of information with all departments and internal/external customers.
• Review and monitor program call recordings as needed. Understand the voice of the agent and the needs and voice of the customer.

Must be a US citizen or permanent resident to be considered for full-time employment

• Bachelor’s Degree preferred, as well as 5+ years’ experience with call center processes, analytics and reporting. Client relationship experience is required.
• Superior analytical and problem-solving skills; excellent computer skills with a strong working knowledge of MS Excel and PowerPoint. Experience in reporting and data analysis.
• High level of independent judgment, initiative, and sense of ownership; ability to identify needs, prioritize, multi-task, handle large project initiatives simultaneously, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment.
• Demonstrated personal determination and resilience, displaying optimism in changing circumstances.
• A proven track record of strong written and oral communication.
• Candidate must have the ability to drive change through influencing skills and the ability to gain cooperation based on mutual goals and business objectives.
• Ability to use a keyboard and sit at a computer for a large portion of the work period.
• Ability to work variable hours, which may include evenings and weekends, with occasional travel.

• 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
• Work From Home