A Program Performance Analyst’s basic function is to turn operational data into clear insights that improve efficiency, agent performance, and customer experience. At its core, the role blends analytics, problem‑solving, and operational strategy. This role will assist in all aspects of the Contact Center, including the daily operations of assigned program(s). Ensure that the program is productive by managing/driving performance through data analytics, recommendations for successful outcomes and team engagement. Provide daily support to the Program Manager, agents, customers, and clients, and ensure high levels of satisfaction. 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.
Duties
- Complete reporting and analyze call data to identify trends, isolate issues and find opportunities to increase efficiency. Utilizing strong data interpretation skills, provide results reporting to Working Solutions management and/or client as requested.
- Partner with Program Manager and Client to analyze data and provide insights gained from that data and recommend changes to enhance results.
- Provide key strategic insights and analytics to drive business decisions in order to meet business requirements such as KPI analysis, team analysis and account profitability.
- Research and analyze the impact of issues/successes associated with call center performance, including call trends, call drivers, key performance indicators, etc.
- Actively link data analysis to the Program Manager and Client and utilize data to recommend tactics to improve performance.
- Responsible for client and internal team presentations, development and maintenance, incorporating modern and professional visuals and insightful data into clean, meaningful presentations.
- Design, complete, deliver, and maintain reports using historical data, statistical projections, sales feedback, promotional plans, and market trend information from various sources on a daily, weekly, monthly, quarterly, annual and/or ad hoc basis which depict metrics, results, call trends, etc.
- Review and monitor program call recordings weekly. Understand the voice of the agent and the needs and voice of the customer.
Must be a US citizen or permanent resident to be considered for full-time employment
- Client relationship experience required, as well as 5+ years’ experience with call center processes and techniques, data analysis, and reporting.
- Superior analytical and problem-solving skills; excellent computer skills with a 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 on requests with limited supervision in a fast-paced environment.
- A proven ability to effectively leverage relationships to drive results.
- Demonstrated determination, resilience, and optimism in changing circumstances.
- Proven excellence in both 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, which may include evenings and weekends, and travel up to 20%.
In addition to a competitive base salary, Working Solutions employees are eligible for a comprehensive benefits package including, but not limited to:
- 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
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.
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