Program Performance Specialist - Call Center/Part-Time Night Hours

**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.
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