Program Performance Specialist
New
W
Working SolutionsContact center operations
Source API remote eligibility restrictions: United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Minimum 5 years’ contact center operations experience preferred. Minimum 2 years’ experience as a business data analyst preferred.
- Required Skills
- Data AnalysisQuality AssuranceProcess improvement
Requirements
- Minimum 5 years of contact center operations experience preferred.
- Minimum 2 years of business data analyst experience preferred.
- Experience interpreting and analyzing data, reports, processes, trends, and situations.
- Experience recommending solutions based on analysis.
- Experience communicating trends and insights verbally and graphically.
Responsibilities
- Research and learn client business and program requirements, performance metrics, and quality expectations.
- Review issues and process-improvement recommendations, then develop tactics and action plans to improve program KPIs.
- Analyze trends and identify deviations or exceptions in customer and program patterns.
- Investigate root causes and recommend solutions to improve program quality and KPIs.
- Recommend improvements to processes, internal tools, documentation, and technology.
- Use available tools, including education modules, round table sessions, and Vyne updates, to improve processes, quality, KPIs, and agent engagement.
- Participate in internal and client performance and quality meetings.
- Report, summarize, and present feedback efficiently under tight deadlines.
- Compare QA evaluation scores with KPIs to identify trends and opportunities.
- Provide results reporting as requested and monitor whether client KPIs are being met or exceeded.
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