Program Performance Analyst
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Job Description
Program Performance Analyst turning contact-center data into operational insights for Working Solutions. Improving agent performance, efficiency, customer experience, and account results through analytics.
Responsibilities:
- 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
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