**Position is virtual, but qualified candidates must reside in one of the following states: AZ, AR, FL, IA, IN, MI, NC, NE, OH, TN, TX, WI.

As a pioneer and industry leader in on-demand contact center solutions, Working Solutions is looking for a Program Performance Specialist. This position will deep dive into all aspects of the call connections, leads and referrals of assigned program. Support the Program Manager, agents, customers, and client on daily needs and ensure high level of satisfaction.

Responsibilities:

• Complete research and/or training necessary to thoroughly understand the client’s business and project requirements, with detailed understanding of performance metrics and expectations.
• Assist Development Manager with developing tactics and action plans to improve metrics results based on the voice of the customer.
• Analyze trends and identify deviations/exceptions in customers’ patterns.
• Investigate root causes and recommend solutions to improve group and individual agent metrics.

• Recommend ways to improve processes, internal tools, documentation, and technology to improve workflow.
• Review top complaint issues and process improvement recommendations with Quality Manager and identify and implement mitigation efforts.

• Participate in weekly performance meetings with the client and bi-weekly across all partners.

• Report, summarize, and present customer feedback efficiently and under tight deadlines.

• Identify process with Development Manager to compare metrics and QA evaluation scores to look for trends and opportunities.

• Continually work to ensure that Working Solutions clients are receiving superior metric results and that all metrics are being met or exceeded.
• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Competency communicating with all organizational levels and building strong relationships with internal teams and customers; working as a team player in a fast-paced environment.

• Provide daily, weekly, monthly metric resolution updates for the agents and Development team.

• Provide results reporting to Working Solutions and as requested.

Must be a US citizen or permanent resident to be considered for full-time employment

• Previous experience in interpreting and analyzing data, reports, processes, trends and situations and recommending solutions.
• Previous experience communicating trends / insights using both verbal and graphical representation.
• Organizational skills, ability to multi-task and work independently.
• Excellent computer skills and experience with the Internet and email.
• Strong customer focus, sense of urgency, problem solving and decision-making skills.
• Strong process management abilities, with ability to strategize and problem-solve throughout.
• Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office. Proven experience with reporting and data analysis.
• High level of independent judgment and initiative, with well-developed sense of ownership, urgency, and customer focus.
• Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment.
• Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to senior leaders, peers and direct reports in a clear, logical manner.
• Ability to accomplish both client and company goals, handling multiple personalities and demands.
• Ability to use a keyboard and sit at a computer for a large portion of the work period.
• Availability for up to 10% travel if needed and ability to work regular business hours as well as occasional variable hours, including evening and weekend hours as necessary.

• Work From Home

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BASIC FUNCTION

Provide advanced tech support to contracted remote call center PROs, non-PRO contractors, and Working Solutions staff to support and sustain program technology; Enable productivity and contribute to the growth and success of Working Solutions.

PRINCIPAL ACCOUNTABILITIES

• Complete research and/or training necessary to understand WSOL and client technologies and requirements.
• Interact with Contact Center agents (PROs) via chat, phone & ticketing system
• Monitor ticketing systems and provide escalated tech support responses for issues not resolvable with initial troubleshooting or documented end-user instructions.
• Provide direct remote support for standard to advanced technological issues and gain a more direct understanding of a reported issue.
• Provide accurate, professional, and timely responses to supported end-users through all available communication channels
• Ensure agents are utilizing secure and updated desktop environments.
• Work in tandem with other support team members and provide additional assistance during peak times.
• Perform credential management tasks (add / remove / modification / auditing) across multiple systems to maintain system access for users.
• Document and publish findings for technical issues, fixes, risks, mitigation steps to internal team members, Working Solutions ISS and Operational teams, and agent community.
• Consistently document and communicate status of in-progress issues via ticketing system, e-mail responses, chat, and change-of-shift team updates to minimize down-time for end-users.
• Communicate directly with client-level peers where escalation is needed. Drive escalations to resolution through client, Working Solutions ISS Management & Operational channels.

• 2-5 years’ end-user technical support experience and/or related education, and ability to study and understand client technology requirements 

• Proficiency with Microsoft Office software programs including Word, Excel, PowerPoint and Outlook 

• Advanced knowledge of troubleshooting techniques for home internet connectivity, software applications, multiple MS-Windows operating systems 

• Ability to efficiently manage multiple tasks simultaneously with great attention to detail, while meeting deadlines 

• Empathy and patience, and the ability to communicate technical information effectively to remote, non-technical people, both in writing and verbally 

• Strong customer focus, sense of urgency, analytical and problem-solving skills, with the ability to develop creative solutions 

• 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 

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home

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