Working Solutions

Call Center Representative

• Complete research and/or training necessary to thoroughly understand the client’s business and project requirements, with detailed understanding of performance metrics and expectations.
• Assist Development Manager with developing tactics and action plans to improve metrics results based on the voice of the customer.
• Analyze trends and identify deviations/exceptions in customers’ patterns.
• Investigate root causes and recommend solutions to improve group and individual agent metrics.
• Recommend ways to improve processes, internal tools, documentation, and technology to improve workflow.
• Review top complaint issues and process improvement recommendations with Quality Manager and identify and implement mitigation efforts.
• Participate in weekly performance meetings with the client and bi-weekly across all partners.
• Report, summarize, and present customer feedback efficiently and under tight deadlines.
• Identify process with Development Manager to compare metrics and QA evaluation scores to look for trends and opportunities.
• Continually work to ensure that Working Solutions clients are receiving superior metric results and that all metrics are being met or exceeded.
• Provide daily, weekly, monthly metric resolution updates for the agents and Development team.
• Provide results reporting to Working Solutions and as requested.

Program Performance Specialist, Call Center

Program Performance Specialist

Program Manager

• Manage all aspects of the Contact Center and own the daily operations of assigned program(s).
• Ensure that the program is productive by managing/driving performance and provide team leadership to contribute to the growth and success of Working Solutions.
• Complete reporting and analyze call data to identify trends, isolate issues and find opportunities to increase efficiency. Utilizing strong data interpretation skills, provide results reporting to Working Solutions management and/or client as requested.
• Complete research and/or training necessary to thoroughly understand the client’s business and program requirements. Actively engage in training and quality calibrations to meet KPI’s and necessary metrics.
• Partner with clients to provide insights gained from data, and recommend changes to enhance results. Present and implement innovative solutions that support the customer’s overall business objectives.
• Maintain positive relationships and open communication with clients to ensure efficiency and foster success.
• Be responsible for program profitability, billing, and target margins.
• Ensure all client expectations, actions, targets and goals as outlined in the SOW are met/exceeded.
• Provide workforce management as needed on each program. Schedule agents in a manner that will meet all productivity and quality requirements of the client.
• Manage scheduling conflicts and/or changes that occur throughout the project.
• Manage and mentor assigned Program Analyst(s) and Assistant(s). Prepare as capable back-ups and provide guidance and tools to assist in career progression.
• Maintain performance feedback and prepare performance reviews for these employees. Work with the Program Analyst to provide data/feedback/callouts and trends to the Development team.
• Provide ongoing management of the program, monitoring quality of work and communicating with agents if problems arise.
• Respond to agent questions as needed. Provide encouragement for agents and recognize accomplishments when appropriate.
• Review and monitor program call recordings weekly. Understand the voice of the agent and the needs and voice of the customer.

Accountant

• Hands-on accounting professional taking ownership of core general ledger activities and supporting financial reporting
• Ensure timely and accurate billing of customers including monthly remittance of invoices, new client setup, application of payments and follow-up with client inquiries
• Prepare and record journal entries including recurring monthly entries, cash transactions, reclasses, and other entries as directed by the supervisor
• Work closely during month-end close to meet deadlines and provide accurate financial reporting
• Prepare and review general ledger account reconciliations including analyzing and recording monthly accruals
• Track fixed assets and review depreciation schedules
• Collaborate with other departments to ensure financial information aligns with business operations and support cross-functional financial needs
• Identify process improvement opportunities related to the role
• Complete other ad hoc projects and tasks as assigned

Program Performance Specialist, Call Center

Program Performance Specialist

Program Manager

Staff Accountant