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Program Performance Specialist - Part-Time/Nights

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<p><span style="font-size:9pt;"><span><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Continuously monitor and review performance of Working Solutions Agents, ensuring all performance and quality guidelines are met, and document internal processes, to contribute to the growth and success of Working Solutions. Continual focus on quality of agent engagement, agent satisfaction, call mechanics, quality interactions with voice and digital interactions, all to influence top performance for client contracts. </span></span></span></span></span></span></span></span></span><span style="font-size:9pt;"><span><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;"><b>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 Friday & Saturday from 11pm CST - 7am CST. </b></span></span></span></span></span></span></span></span></span><br><br><span style="font-size:9pt;"><span><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><b><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Duties</span></span></span></span></b></span></span></span></span></span></p><ul><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Complete research and/or training necessary to thoroughly understand the client’s business and program requirements, with detailed understanding of performance/quality metrics and expectations.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Review top issues and process improvement recommendations and develop tactics and action plans to improve programs KPI’s.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Analyze trends and identify deviations/exceptions in customer and program patterns.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Investigate root causes and recommend solutions to improve overall program quality in KPIs.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Recommend ways to improve processes, internal tools, documentation, and technology to improve work flow.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Utilize toolbox available to improve processes, quality, KPIs and agent engagement such as, but not limited to, education modules, round table sessions, Vyne updates.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Participate in internal and client performance/quality meetings.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Report, summarize, and present feedback efficiently and under tight deadlines.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Identify/compare QA evaluation scores and KPIs to look for trends and opportunities.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Continually work to ensure that Working Solutions’ clients are receiving superior results and that all KPIs are being met or exceeded.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Provide results reporting to Working Solutions as requested.</span></span></span></span></span></span></span></span></span></li></ul><span style="font-size:9pt;"><span><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><b><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Requirements</span></span></span></span></b></span></span></span></span></span><p><span style="font-size:9pt;"><span><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><b><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Must be a US citizen or permanent resident to be considered for full-time employment</span></span></span></span></b><br><strong><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">**</span></span></span></span></strong></span></span></span></span></span><strong>Please note you may not work as both a contractor and an employee for the same company.**</strong></p><ul><li><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Minimum 5 years’ contact center operations experience preferred.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Minimum 2 years’ experience as a business data analyst preferred.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Previous experience interpreting and analyzing data, reports, processes, trends and situations and recommending solutions.</span></span></span></span></span></span></span></span></li><li class="SignatureGreeting"><span style="font-size:9pt;"><span><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">Previous experience communicating trends/insights using both verbal and graphical representation.</span></span></span></span></span></span></span></span></span></li></ul><p><span style="font-size:9pt;"><span style="line-height:115%;"><span style="font-family:Lato, sans-serif;"><span style="color:#595f6f;"><span style="font-size:11pt;"><span style="line-height:115%;"><span style="font-family:'Source Sans Pro', sans-serif;"><span style="color:#3c3c3c;">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.</span></span></span></span></span></span></span></span></p><br><br> <p>Privacy Policy: We collect your mobile number and related opt-in data for the delivery of SMS messages. Your mobile opt-in data and consent will not be shared with third parties or affiliates for marketing or promotional purposes.</p> <p>1. You will recieve text messaging about interviewing, assessments and additional correspondence specific to the position in which you applied.</p> <p>2. You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.</p> <p>3. If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance.</p> <p>4. Carriers are not liable for delayed or undelivered messages</p> <p>5. As always, message and data rates may apply for any messages sent to you from us and to us from you. You will receive {message frequency}. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.</p> <p>6. If you have any questions regarding privacy, please read our privacy policy below:</p> <p>Texting Privacy Policy and Information:<br> No mobile information will be shared with third parties/affiliates for marketing/promotional purposes.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...