Performance Optimization Partner

Overview

We are looking for a dedicated and results-driven Performance Optimization Partner to focus on optimizing team performance, driving operational efficiency, and supporting leadership in achieving key business goals. This role involves analyzing performance data, coaching leaders, and agents, and collaborating with the director to implement strategic initiatives. There are no direct reports in this role, but you will be instrumental in ensuring that the right actions and resources are in place to drive success. You’ll have the opportunity to influence key decisions and strategies to improve performance across teams. This includes working closely with leadership while having the autonomy to drive changes that positively impact the business.

 

Responsibilities

• Drive Performance: Continuously monitor and assess team performance metrics to identify opportunities for improvement and ensure alignment with organizational goals. Recommend initiatives to enhance overall performance.• Coaching Leaders & Agents: Provide ongoing support and coaching to team leaders and agents by sharing insights, best practices, and performance-enhancing techniques. Focus on developing the capability of others through collaborative feedback and guidance.• Performance Reporting: Regularly generate and present detailed performance reports, analyzing key data points such as call handling, quality scores, and service level achievements. Use data to identify trends and actionable insights that inform decision-making.• Collaborating with Director on Strategy: Partner with the director to refine and execute strategies designed to improve performance, customer satisfaction, and operational outcomes. Provide input into strategic decisions based on performance data and team insights.• Manage Priority Routing: Oversee the allocation of calls to the appropriate agents based on their skills and expertise. Help optimize call routing processes to ensure customer issues are prioritized and handled by the right team members in a timely manner.

Qualifications

• Bachelor’s degree in related field preferred.• 5 years+ experience with analyzing customer service data, assessing team performance, and providing actionable insights to leadership required.• Strong analytical skills with experience in performance reporting and data analysis.• Excellent communication and collaboration abilities, particularly in working with leadership teams.• Experience in coaching or mentoring without direct reports, with a focus on driving performance and continuous improvement.• Familiarity with customer service operations, call routing, or performance management tools is a plus.• Problem-solving mindset and ability to take initiative in a fast-paced environment.• Computer competency and ability to work with a computer.• Prioritize multiple tasks and projects simultaneously.• Exceptional written and verbal communication skills.• Punctuality expected, ready to report to work on a consistent basis.• Attain and maintain high performance expectations on a monthly basis.• Work in a fast-paced, high-volume setting.• Use and navigate multiple computer systems with exceptional multi-tasking skills. • Remain calm and professional during difficult discussions.• Take constructive feedback.

About National Debt Relief

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2024!

Fortune names National Debt Relief Among Best Workplaces in New York!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $79,000 to $95,500 annually.

Benefits

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see hereFor information about our Applicant Terms, please see here

 

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