Program Performance Specialist
Remote · Plano, Texas, United States or US
Job Summary
Program Performance Specialist responsible for continuously monitoring and reviewing the performance of Working Solutions Agents to ensure adherence to performance and quality guidelines. Role includes documenting internal processes, analyzing trends in KPIs and customer interactions (voice and digital), identifying root causes, and proposing actionable improvements to enhance program quality. The position emphasizes data analysis, reporting, and collaboration in internal/client performance/quality meetings, with a fully remote work setup and a base location in Plano, TX. The ideal candidate will have extensive contact center operations experience, data-analytic skills, and the ability to drive process and tool/workflow improvements while maintaining strong agent engagement and satisfaction.
Required Qualifications
- Must be a US citizen or permanent resident to be considered for full-time employment
- Minimum 5 years’ contact center operations experience preferred
- Minimum 2 years’ experience as a business data analyst preferred
- Previous experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions
- Previous experience communicating trends/insights using both verbal and graphical representation
Additional Requirements
- US residency requirement for full-time employment
- senior-level responsibilities inferred from duties
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