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Program Performance Specialist
Working Solutions. Continuously monitor and review Working Solutions Agents’ performance .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in performance monitoring, data analysis, and process improvement within contact center operations. Proficient in developing action plans to enhance KPIs and ensuring compliance with quality standards.
Highest-signal resume keywords
Performance MonitoringData AnalysisProcess ImprovementKPI DevelopmentClient Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data InterpretationTrend AnalysisQuality AssuranceProcess DocumentationPerformance Metrics
Soft Skills
Effective CommunicationProblem SolvingCollaborationPresentation Skills
Tools & Technologies
Internal ToolsVyne
Industry Keywords
Contact Center OperationsBusiness Data AnalystPerformance MetricsQuality GuidelinesClient Engagement
About the role
Key responsibilities & impact- Continuously monitor and review Working Solutions Agents’ performance
- Ensure performance and quality guidelines are met
- Document internal processes
- Understand client business and program requirements, performance and quality metrics, and expectations
- Review issues and process improvement recommendations
- Develop tactics and action plans to improve program KPIs
- Analyze trends and identify deviations and exceptions in customer and program patterns
- Investigate root causes and recommend solutions to improve program quality
- Recommend improvements to processes, internal tools, documentation, technology, and workflow
- Use education modules, round table sessions, and Vyne updates to improve processes, quality, KPIs, and agent engagement
- Participate in internal and client performance/quality meetings
- Report, summarize, and present feedback efficiently under tight deadlines
- Compare QA evaluation scores and KPIs to identify trends and opportunities
- Ensure clients receive superior results and KPIs are met or exceeded
- Provide results reporting to Working Solutions as requested
Requirements
What you’ll need- Legal resident of Arkansas, Arizona, Florida, Indiana, Iowa, Michigan, North Carolina, Nebraska, Ohio, Tennessee, or Texas
- Must be a US citizen or permanent resident to be considered for full-time employment
- Minimum 5 years’ contact center operations experience preferred
- Minimum 2 years’ experience as a business data analyst preferred
- Experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions
- Experience communicating trends and insights using verbal and graphical representation
Benefits
Comp & perks- Annual merit increases
- 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
- Comprehensive benefits package