Program Performance Analyst - Remote in Certain States

At its core, the role blends analytics, problem-solving, and operational strategy. This position assists in all aspects of the Contact Center, including the daily operations of assigned program(s), ensuring productivity by managing and driving performance through data analytics, recommendations for successful outcomes, and team engagement. The role provides daily support to the Program Manager, agents, customers, and clients to ensure high levels of satisfaction.

To qualify for this position, candidates must be legal residents of one of the following states: AR, AZ, FL, IN, IA, MI, NC, NE, OH, TN, or TX.

Responsibilities

• Complete reporting and analyze call data to identify trends, isolate issues, and find opportunities to increase efficiency.
• Utilize strong data interpretation skills to provide results reporting to Working Solutions management and/or clients as requested.
• Partner with the Program Manager and Client to analyze data, provide insights, and recommend changes to enhance results.
• Provide key strategic insights and analytics to drive business decisions, including KPI analysis, team analysis, and account profitability.
• Research and analyze the impact of issues and successes associated with call center performance, including call trends, call drivers, and key performance indicators.
• Actively link data analysis to the Program Manager and Client, using data to recommend tactics for performance improvement.
• Responsible for client and internal team presentations, including development and maintenance, incorporating modern and professional visuals and insightful data into clean, meaningful presentations.
• Design, complete, deliver, and maintain 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, depicting metrics, results, and call trends.
• Review and monitor program call recordings weekly to understand the voice of the agent and the needs and voice of the customer.

Requirements

• Must be a US citizen or permanent resident to be considered for full-time employment.
• Client relationship experience required, as well as 5+ years’ experience with call center processes and techniques, data analysis, and reporting.
• Superior analytical and problem-solving skills; excellent computer skills with a strong working knowledge of MS Excel, CoPilot, AI LLMs, Power BI, and PowerPoint.
• 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.
• A proven ability to effectively leverage relationships to drive results.
• Demonstrated determination, resilience, and optimism in changing circumstances.
• Proven excellence in both written and oral communications; ability to drive change and 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, and travel up to 20%.

Benefits

• Competitive base salary with annual merit increases.
• Comprehensive benefits package including choices for health, dental, vision, life, disability, and supplemental insurance plans.
• 401(k) with company match.
• Generous paid time off, holidays, and volunteerism time.
• Fully remote work with an amazing company culture.