Program Assistant

Working Solutions

Program Assistant managing daily operations and performance of assigned Contact Center programs. Ensuring agent satisfaction and support for Program Manager, agents, and clients.

Posted 7/27/2026full-timeRemote • Arizona, Florida, Iowa, Missouri, New York, North Carolina, Ohio, Tennessee, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong process management and analytical skills to effectively oversee contact center operations, ensuring high levels of agent performance and customer satisfaction. Capable of managing multiple programs with attention to detail while maintaining effective communication with stakeholders.

Highest-signal resume keywords

Process ManagementData AnalysisMicrosoft Office ProficiencyStrong Communication SkillsCustomer Focus

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisPerformance MonitoringProgram TrackingAgent OnboardingAttrition TrackingIncentive Spend ManagementSchedulingQuality AssuranceReportingMathematical Aptitude

Soft Skills

Problem-SolvingAttention to DetailMulti-TaskingAdaptabilityInitiative

Tools & Technologies

Vyne

Industry Keywords

Contact Center OperationsAgent EngagementClient SatisfactionPerformance GuidelinesCustomer Management

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

Must be a US citizen or permanent resident to be considered for full-time employment
Ability to study and understand program requirements and manage multiple programs and tasks simultaneously with great attention to detail
Strong process management abilities, with ability to strategize and problem-solve throughout
Superior math and analytical aptitude, with a strong working knowledge of Microsoft Office
Proven experience with reporting and data analysis
High level of independent judgment and initiative, with well-developed sense of ownership, urgency, and customer focus
Ability to identify needs, prioritize, multi-task, adapt to changing priorities, and deliver on requests with limited supervision in a fast-paced environment
Strong oral and written communication skills with the ability to effectively convey thoughts and critical information to senior leaders, peers and direct reports in a clear, logical manner
Ability to accomplish both client and company goals, handling multiple personalities and demands
Ability to use a keyboard and sit at a computer for a large portion of the work period
Ability to travel up to 20% and work variable hours, which may include evenings and weekends.

Benefits

Comp & perks

Annual merit increases
Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
Generous paid time off, holidays, and volunteerism time
An amazing company culture and all the benefits of fully remote work