Program Performance Analyst

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🔥 0 minutes 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

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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

• 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 • Deliver strategic insights and analytics for KPI analysis, team analysis, and account profitability • Research the impact of issues and successes associated with call center performance • Link data analysis to the Program Manager and client and recommend tactics to improve performance • Develop and maintain client and internal team presentations with professional visuals and meaningful data • Design, deliver, and maintain reports using historical data, statistical projections, sales feedback, promotional plans, and market trends • Review and monitor program call recordings weekly • Support daily operations of assigned contact center programs and support the Program Manager, agents, customers, and clients

🎯 Requirements

• Must be a US citizen or permanent resident for full-time employment • Client relationship experience required • 5+ years’ experience with call center processes and techniques, data analysis, and reporting • Superior analytical and problem-solving skills • Strong working knowledge of MS Excel, CoPilot, AI LLMs, Power BI, and PowerPoint • High level of independent judgment, initiative, and ownership • Ability to identify needs, prioritize, multitask, handle simultaneous large project initiatives, adapt to changing priorities, and deliver with limited supervision • Ability to leverage relationships to drive results • 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 • Holidays and volunteerism time • Amazing company culture • Benefits of fully remote work • Equal pay for equal work