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Program Performance Specialist - Call Center/Part-Time Night Hours

Posted 2024-11-14

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📍 Location: AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN, TX, WI

🔍 Industry: Contact center solutions

🏢 Company: Working Solutions

🗣️ Languages: English

🪄 Skills: Data AnalysisQAData analysisCommunication SkillsProblem SolvingMicrosoft OfficeOrganizational skillsWritten communicationDocumentation

Requirements:
  • Must be a US citizen or permanent resident.
  • Experience interpreting and analyzing data and trends.
  • Ability to communicate insights verbally and graphically.
  • Organizational skills and ability to work independently.
  • Strong computer skills and proficiency in Microsoft Office.
  • Strong customer focus and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Excellent oral and written communication skills.
Responsibilities:
  • Complete research necessary to understand client’s business and performance metrics.
  • Assist in developing tactics to improve metrics based on customer feedback.
  • Analyze trends and identify deviations in customer patterns.
  • Investigate root causes to improve agent metrics.
  • Recommend improvements to processes and technology.
  • Review complaint issues with Quality Manager and implement solutions.
  • Participate in performance meetings, report on customer feedback, and summarize metrics.
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