Program Performance Analyst

🔥 12 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

📋 Program Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Turn operational data into clear insights that improve efficiency, agent performance, and customer experience • Assist in all aspects of the Contact Center, including daily operations of assigned programs • Manage and drive performance through data analytics, recommendations, and team engagement • Provide daily support to the Program Manager, agents, customers, and clients • Complete reporting and analyze call data to identify trends, isolate issues, and find efficiency opportunities • Provide results reporting to Working Solutions management and/or clients • Partner with the Program Manager and client to analyze data, provide insights, and recommend changes • Provide strategic insights and analytics for KPI analysis, team analysis, and account profitability • Research and analyze issues and successes associated with call center performance • Link data analysis to the Program Manager and client and recommend performance-improvement tactics • Prepare and maintain client and internal team presentations with professional visuals and insightful data • Design, deliver, and maintain reports using historical data, statistical projections, sales feedback, promotional plans, and market trend information • Review and monitor program call recordings weekly • Understand agent and customer voices and needs

🎯 Requirements

• Must be a US citizen or permanent resident to be considered for full-time employment • Must be a legal resident of Arkansas, Arizona, Florida, Indiana, Iowa, Michigan, North Carolina, Nebraska, Ohio, Tennessee, or Texas • Client relationship experience required • 5+ years’ experience with call center processes and techniques, data analysis, and reporting • Superior analytical and problem-solving skills • Excellent computer skills • Strong working knowledge of MS Excel, CoPilot, AI LLMs, Power BI and PowerPoint • High level of independent judgment, initiative, and sense of ownership • Ability to identify needs, prioritize, multi-task, handle large project initiatives simultaneously, adapt to changing priorities, and deliver requests with limited supervision in a fast-paced environment • Proven ability to effectively leverage relationships to drive results • Demonstrated determination, resilience, and optimism in changing circumstances • Excellence in written and oral communications • Ability to drive change and gain cooperation based on mutual goals and business objectives • Ability to use a keyboard and sit at a computer for a large portion of the work period • Ability to work variable hours, including evenings and weekends • Ability to travel up to 20%

🏖️ Benefits

• Annual merit increases • Choices for health, dental, vision, life, disability and supplemental insurance plans • 401(k) with company match • Generous paid time off • Paid holidays • Volunteerism time • Fully remote work • Equal pay for equal work