Program Performance Specialist - Part-Time/Nights
Working Solutions · United States · 1 wk ago
RemoteRemoteHuman ResourcesPart-time
Duties
- 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.
Requirements
- 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.
Qualifications
- Must be a US citizen or permanent resident to be considered for full-time employment.
Skills
- Strong analytical skills.
- Excellent communication skills.
- Ability to work independently and as part of a team.
Benefits
- No benefits provided for this position.
Pay
- Compensation details are not specified in the job posting.
Schedule
- Scheduled hours are Friday & Saturday from 11pm CST - 7am CST.