Working Solutions

Accounting Manager

• Partner with multiple departments to ensure accurate financial reporting
• Perform actual-to-forecast variance analysis during month-end close
• Record accrual journal entries and support close process
• Translate complex accounting and financial concepts into clear insights for non-finance stakeholders
• Conduct ad-hoc financial analyses, including data gathering, modeling, and presentation of findings
• Participate in special projects, offering analytical recommendations and business insights
• Identify opportunities to improve accounting processes, internal controls, and reporting efficiency

Senior Accounting Analyst

Program Specialist

• Continuously monitor and review performance of Working Solutions Agents
• Complete research and/or training necessary to understand client’s business and program requirements
• Review top issues and process improvement recommendations
• Analyze trends and identify deviations/exceptions in customer and program patterns
• Investigate root causes and recommend solutions to improve overall program quality in KPIs
• Recommend ways to improve processes, internal tools, documentation, and technology
• Participate in internal and client performance/quality meetings
• Report, summarize, and present feedback efficiently under tight deadlines
• Identify/compare QA evaluation scores and KPIs to look for trends

Program Performance Specialist

Program Assistant

• Assist in all aspects of the Contact Center and the daily operations of assigned programs(s)
• Ensure that the program is productive by managing/driving performance
• Support the Program Manager, agents, customers, and client on daily needs and ensure high level of satisfaction
• Ensure all program ACL’s are maintained, and agent field mapping completed as needed
• Complete all program tracking needed (master agent roster, agent offboarding, agent onboarding, attrition tracking, incentive spend, and approving/denying cancellations)
• Serve as the point of contact for all agent needs on schedule, weekly minimum hours, invoice and payment questions and reminders
• Review the Vyne daily to ensure agent questions are answered
• Queue up weekly schedules by program and post schedule reminders/limits to the agent community
• Ability to host information sessions as needed on the scheduling process for new team members
• Monitor and review agent performance, ensuring all performance and quality guidelines are met
• Focus on quality of agent engagement, agent satisfaction, call mechanics, and quality interactions with voice and digital interactions, all to influence top performance for client contracts
• Attend weekly team meetings (internal/client)