Program Performance Specialist

🔥 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

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.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

• Continuously monitor and review Working Solutions Agents’ performance • Ensure performance and quality guidelines are met • Document internal processes • Understand client business and program requirements, performance and quality metrics, and expectations • Review issues and process improvement recommendations • Develop tactics and action plans to improve program KPIs • Analyze trends and identify deviations and exceptions in customer and program patterns • Investigate root causes and recommend solutions to improve program quality • Recommend improvements to processes, internal tools, documentation, technology, and workflow • Use education modules, round table sessions, and Vyne updates to improve processes, quality, KPIs, and agent engagement • Participate in internal and client performance/quality meetings • Report, summarize, and present feedback efficiently under tight deadlines • Compare QA evaluation scores and KPIs to identify trends and opportunities • Ensure clients receive superior results and KPIs are met or exceeded • Provide results reporting to Working Solutions as requested

🎯 Requirements

• Legal resident of Arkansas, Arizona, Florida, Indiana, Iowa, Michigan, North Carolina, Nebraska, Ohio, Tennessee, or Texas • Must be a US citizen or permanent resident to be considered for full-time employment • Minimum 5 years’ contact center operations experience preferred • Minimum 2 years’ experience as a business data analyst preferred • Experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions • Experience communicating trends and insights using verbal and graphical representation

🏖️ 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 • Fully remote work • Comprehensive benefits package

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