Design and deliver virtual training curriculum to prepare independent contractors for client project work. Manage agent scheduling, provide ongoing support, and report performance results to management.
The Program Performance Specialist monitors and reviews agent performance to ensure quality guidelines and client KPIs are met. They analyze trends, identify process improvement opportunities, and collaborate with internal teams to enhance program quality and agent engagement.
Lead the workforce management and optimization function by overseeing forecasting, capacity planning, and schedule design for a multi-channel remote team. Partner with operations leadership to translate data into actionable staffing recommendations and drive process improvement initiatives.
