Program Performance Specialist - Part-Time/Nights

Continuously monitor and review performance of Working Solutions Agents, ensuring all performance and quality guidelines are met, and document internal processes, to contribute to the growth and success of Working Solutions. Continual focus on quality of agent engagement, agent satisfaction, call mechanics, quality interactions with voice and digital interactions, all to influence top performance for client contracts. To qualify for employee positions, candidates must be legal residents of one of the following states: AR, AZ, FL, IN, IA, MI, NC, NE, OH, TN, TX. Scheduled hours are Friday & Saturday from 11pm CST - 7am CST. 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 Must be a US citizen or permanent resident to be considered for full-time employment ** Please note you may not work as both a contractor and an employee for the same company.** 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. We believe in providing equal pay for equal work. Our compensation practices are designed to ensure fairness and are regularly reviewed to maintain this standard. Privacy Policy: We collect your mobile number and related opt-in data for the delivery of SMS messages. Your mobile opt-in data and consent will not be shared with third parties or affiliates for marketing or promotional purposes. 1. You will recieve text messaging about interviewing, assessments and additional correspondence specific to the position in which you applied. 2. You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again. 3. If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance. 4. Carriers are not liable for delayed or undelivered messages 5. As always, message and data rates may apply for any messages sent to you from us and to us from you. You will receive {message frequency}. If you have any questions about your text plan or data plan, it is best to contact your wireless provider. 6. If you have any questions regarding privacy, please read our privacy policy below: Texting Privacy Policy and Information: No mobile information will be shared with third parties/affiliates for marketing/promotional purposes.