Program Performance Manager

Job Summary

A company is looking for a Program Performance Manager - Call Center (Telecommute).

Key Responsibilities

• Analyze call data and report findings to identify trends and enhance efficiency
• Provide strategic insights from KPI analysis to support decision-making for business requirements
• Manage and mentor Program Performance Specialists while ensuring documentation of agent tools and processes

Required Qualifications

• Bachelor's Degree preferred with 5+ years of experience in call center processes and analytics
• Experience in client relationship management
• Strong analytical skills with proficiency in MS Excel and PowerPoint
• Ability to work independently and manage multiple projects in a fast-paced environment
• Must be a US citizen or permanent resident for full-time employment consideration