Program Performance Analyst

Role Description

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.

• 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.

Qualifications

• 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%.

Benefits

• 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.