Remote Program Performance Specialist – Call Center Analytics & Customer Experience Optimization (Work‑From‑Home)

About Working Solutions – Pioneers of On‑Demand Contact Center Excellence

Founded on the belief that technology and human insight can combine to create unforgettable customer experiences, Working Solutions (also known as Workwarp) has grown into a national leader in on‑demand contact‑center services. Our clients span Fortune 500 companies, fast‑growing startups, and everything in between, relying on us to deliver seamless, data‑driven interactions that turn prospects into loyal advocates. By offering fully remote, flexible work environments, we empower our talent to thrive wherever they live, while maintaining a culture of collaboration, continuous learning, and relentless curiosity.

Why This Role Is a Game‑Changer for Your Career

As a Program Performance Specialist you will be at the strategic heart of our client‑facing operations. You’ll dive deep into call‑connection data, lead generation metrics, and referral performance, translating raw numbers into actionable insights that drive real business outcomes. This isn’t a rote reporting job – it’s an opportunity to shape the way our clients understand and improve their customer journeys, influence process redesign, and mentor agents to exceed ever‑rising performance standards.

Core Responsibilities – What Your Day‑to‑Day Will Look Like

• Client Immersion: Conduct comprehensive research and training to master each client’s industry, brand voice, and specific project goals, ensuring you speak their language and anticipate needs.
• Metrics Mastery: Own the end‑to‑end lifecycle of performance reporting – from data extraction and trend analysis to the delivery of concise, insight‑rich presentations for senior stakeholders.
• Strategic Action Planning: Partner with Development Managers to design, test, and roll out tactical improvement plans that directly address the “voice of the customer” and elevate key performance indicators (KPIs).
• Root‑Cause Investigation: Apply rigorous analytical methods to uncover why certain agents or teams under‑perform, then recommend targeted coaching, technology upgrades, or workflow adjustments.
• Process Innovation: Continuously evaluate internal tools, documentation, and technology stacks, proposing enhancements that boost efficiency and accuracy across the program.
• Quality Collaboration: Work hand‑in‑hand with the Quality Manager to dissect top‑complaint trends, develop mitigation strategies, and embed preventive measures into daily operations.
• Performance Forums: Facilitate weekly client performance meetings and bi‑weekly cross‑partner reviews, ensuring transparency, alignment, and collective accountability.
• Feedback Loop Management: Quickly synthesize customer feedback, turning raw comments into strategic recommendations that guide product and service refinements.
• Metric Documentation & Reporting: Produce daily, weekly, and monthly metric dashboards for agents, Development teams, and senior leadership, highlighting successes and pinpointing opportunities.
• Continuous Improvement Culture: Champion a data‑first mindset across the organization, encouraging teammates to ask “what’s next?” and to prototype solutions that drive sustainable growth.

Essential Qualifications – The Foundations You Bring

• U.S. citizenship or permanent residency (required for full‑time employment).
• 3+ years of experience interpreting complex data sets, generating reports, and recommending evidence‑based solutions in a contact‑center or similar customer‑service environment.
• Proven ability to create compelling visual and verbal presentations that translate trends into actionable business insights.
• Exceptional organizational skills with a track record of managing multiple priorities, meeting tight deadlines, and thriving in fast‑paced, remote settings.
• Advanced proficiency with Microsoft Office (Excel, PowerPoint, Word) and experience with data‑visualization tools (e.g., Power BI, Tableau, or Google Data Studio).
• Strong quantitative aptitude – comfortable with statistical concepts, regression analysis, and forecasting techniques.
• Outstanding written and verbal communication skills; ability to influence senior leaders, peers, and frontline agents alike.
• Demonstrated customer‑centric mindset, sense of urgency, and a solutions‑oriented approach to problem‑solving.
• Reliable high‑speed internet connection, dedicated home office setup, and the ability to work extended hours (including evenings or weekends) when client needs dictate.

Preferred Qualifications – The Extras That Set You Apart

• Bachelor’s degree in Business Analytics, Statistics, Communications, or related field.
• Experience with call‑center platforms such as Five9, Genesys, or NICE inContact.
• Familiarity with Quality Assurance (QA) scoring frameworks and continuous‑improvement methodologies (Lean, Six Sigma, Kaizen).
• Previous exposure to remote team leadership or virtual project management.
• Certification in data analysis (e.g., Google Data Analytics, Microsoft Certified: Data Analyst Associate).

Key Skills & Competencies – What Success Looks Like

• Analytical Thinking: Ability to dissect large data sets, spot patterns, and predict future performance trends.
• Strategic Communication: Translate technical findings into clear, compelling narratives that resonate with non‑technical audiences.
• Collaboration & Influence: Build strong relationships across functional teams, encouraging shared ownership of outcomes.
• Process Orientation: Systematically document workflows, identify bottlenecks, and drive continuous process refinement.
• Adaptability: Thrive in an ever‑changing environment, pivoting priorities without losing focus on core objectives.
• Technology Savvy: Comfortable navigating multiple software platforms, troubleshooting technical issues, and advocating for tool enhancements.
• Self‑Motivation: Proactive in seeking out learning opportunities, setting personal performance goals, and delivering results with minimal supervision.

Career Growth & Learning Opportunities

Working Solutions invests heavily in its people. As a Program Performance Specialist you will have a clear upward trajectory:

• Mentorship Programs: Pair with senior analysts and managers to accelerate skill development.
• Professional Development Stipends: Access budget for certifications, conferences, or online courses relevant to data analytics and contact‑center excellence.
• Leadership Pathways: High‑performing specialists often transition into roles such as Senior Performance Manager, Operations Director, or even Client Success Executive.
• Cross‑Functional Exposure: Opportunities to collaborate with Sales, Marketing, Product, and Engineering teams, broadening your business acumen.

Work Environment & Company Culture

We champion a remote‑first culture that values flexibility, trust, and results. Our virtual office is built on:

• Transparent Communication: Regular town‑halls, weekly team huddles, and open‑door (virtual) leadership channels.
• Inclusive Community: Employee resource groups, virtual coffee chats, and recognition programs that celebrate diversity and achievement.
• Well‑Being Focus: Access to mental‑health resources, wellness challenges, and a supportive work‑life balance philosophy.
• Technology Enablement: State‑of‑the‑art collaboration tools (Slack, Microsoft Teams, Asana) that keep you connected, organized, and productive wherever you are.

Compensation, Perks & Benefits

While the exact salary is competitive and commensurate with experience, we offer a comprehensive total‑reward package designed to support you both professionally and personally.

• Health Coverage: Medical, dental, and vision plans with employer contribution.
• Retirement Savings: 401(k) with company match and optional IRA options.
• Life & Disability Insurance: Basic life coverage, voluntary supplemental life, and both short‑term and long‑term disability protection.
• Paid Time Off: Generous vacation accrual, sick days, and recognized public holidays.
• Remote Work Stipend: Home‑office equipment allowance, high‑speed internet reimbursement, and ergonomic assessments.
• Learning & Development: Tuition assistance, access to industry webinars, and internal training libraries.
• Employee Recognition: Quarterly awards, peer‑to‑peer shout‑outs, and performance‑based bonuses.

Application Process – How to Take the Next Step

If you are a data‑driven, customer‑obsessed professional eager to make a measurable impact on client success, we want to hear from you. Follow these steps:

1. Review the job posting and confirm you meet the essential qualifications.
2. Prepare an updated resume that highlights relevant analytics, reporting, and call‑center experience.
3. Craft a concise cover letter explaining why this role aligns with your career aspirations and how your unique skill set will add value to Working Solutions.
4. Submit your application through the linked portal. You will receive an automated confirmation, followed by a short screening call with our Talent Acquisition team.
5. Successful candidates will progress to a virtual interview panel, featuring a performance‑scenario exercise and a cultural fit discussion.

Join Us – Shape the Future of Customer Experience

At Working Solutions, we believe that exceptional performance is born from curiosity, collaboration, and a relentless pursuit of improvement. As a Remote Program Performance Specialist, you will not only analyze data—you will translate it into stories that inspire change, drive revenue, and delight customers worldwide. Ready to power the next wave of contact‑center innovation? Apply today and begin a rewarding journey where your insights shape real‑world outcomes.

Apply Now – Transform Data Into Impact