Assist in all aspects of the Contact Center and the daily operations of assigned programs(s). Ensure that the program is productive by managing/driving performance. Support the Program Manager, agents, customers, and client on daily needs and ensure high level 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. Scheduled hours are 10am CST - 7pm CST.

Duties

• Ensure all program ACL’s are maintained, and agent field mapping completed as needed.
• Complete all program tracking needed. For example: master agent roster, agent offboarding, agent onboarding, attrition tracking, incentive spend, and approving/denying cancellations.
• Serve as the point of contact for all agent needs on schedule, weekly minimum hours, invoice and payment questions and reminders.
• Review the Vyne daily to ensure agent questions are answered.
• Queue up weekly schedules by program and post schedule reminders/limits to the agent community.
• Ability to host information sessions as needed on the scheduling process for new team members.
• If assigned to programs where these functions are blended, this role may also include primary duties of the Quality Improvement Specialist position. This includes continuously monitoring and reviewing agent performance, ensuring all performance and quality guidelines are met. Focus is on quality of agent engagement, agent satisfaction, call mechanics, and quality interactions with voice and digital interactions, all to influence top performance for client contracts.
• Attend weekly team meetings (internal/client).

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

• Ability to study and understand program requirements and manage multiple programs and tasks simultaneously with great attention to detail.
• 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.
• Ability to travel up to 20% and work variable hours, which may include evenings and weekends.

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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