Program Assistant

Job not on LinkedIn

🔥 2 hours ago

🌵 Arizona, Florida, +7 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🌾 Iowa – Remote 🌾 Nebraska – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🚗 Michigan – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Working Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1996

🤝 B2B

🤖 Artificial Intelligence

💰 Private equity on 2021-02

B2B • Artificial Intelligence

Working Solutions is a virtual contact-center and business process outsourcing (BPO) company that provides work‑at‑home independent-contractor agents across the United States and Canada. It delivers outsourced customer care, sales support, back‑office support, analytics, and CX consulting, and operates a large on‑demand agent network to scale for fluctuating demand. The company also offers AI-enabled CX solutions that blend automation with intelligent agents to improve service efficiency and outcomes.

📋 Description

• Assist in all aspects of the Contact Center and the daily operations of assigned programs(s) • Ensure that the program is productive by managing/driving performance • Support the Program Manager, agents, customers, and client on daily needs and ensure high level of satisfaction • Ensure all program ACL’s are maintained, and agent field mapping completed as needed • Complete all program tracking needed (master agent roster, agent offboarding, agent onboarding, attrition tracking, incentive spend, and approving/denying cancellations) • Serve as the point of contact for all agent needs on schedule, weekly minimum hours, invoice and payment questions and reminders • Review the Vyne daily to ensure agent questions are answered • Queue up weekly schedules by program and post schedule reminders/limits to the agent community • Ability to host information sessions as needed on the scheduling process for new team members • Monitor and review agent performance, ensuring all performance and quality guidelines are met • Focus on quality of agent engagement, agent satisfaction, call mechanics, and quality interactions with voice and digital interactions, all to influence top performance for client contracts • Attend weekly team meetings (internal/client)

🎯 Requirements

• Must be a US citizen or permanent resident to be considered for full-time employment • Ability to study and understand program requirements and manage multiple programs and tasks simultaneously with great attention to detail • Strong process management abilities, with ability to strategize and problem-solve throughout • Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office • Proven experience with reporting and data analysis • High level of independent judgment and initiative, with well-developed sense of ownership, urgency, and customer focus • Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment • Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to senior leaders, peers and direct reports in a clear, logical manner • Ability to accomplish both client and company goals, handling multiple personalities and demands • Ability to use a keyboard and sit at a computer for a large portion of the work period • Ability to travel up to 20% and work variable hours, which may include evenings and weekends.

🏖️ Benefits

• Annual merit increases • Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match • Generous paid time off, holidays, and volunteerism time • An amazing company culture and all the benefits of fully remote work