WorldVentures, a dynamic, global, fast growing member based travel company, is currently sourcing for a VP of Customer Service to be based in our Plano, Texas headquarters. WorldVentures is a fast paced environment with a core of innovation and fun. If you are prepared to grow your career, wear multiple hats, and be part of a fast paced team with a focus on exceptional service, this may be the role for you.
This role is responsible for the strategic planning and execution of all Call Center operations and Global BPO relationships. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on quality management, workforce planning, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The VP’s success is measured by the organization’s ability to provide high quality services while meeting goals and improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
The VP of Call Center will work with operational leaders to drive "sales performance" and provide an excellent customer experience within the budget requirements of the Contact Centers
Technical Support: taking a proactive approach in delivering best in class customer support
Develop leading edge strategies to expand our reach, impact, and quality of customer engagement
Gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service
In collaboration with the leadership team, evaluate the existing customer service technology stack to better understand opportunities and risks Introduce relevant and value-add customer engagement functionality and leverage appropriate emerging innovations as part of the overall customer experience
Effectively manage KPIs, payroll, and budget for the department
WorldVentures is a privately held company based in Plano, Texas with active representatives and members in over 28 countries. WorldVentures proudly offers competitive salaries and benefits including but not limited to Medical, Dental, Vision, Life / AD&D, FSA, 401K and a robust vacation and holiday package. In addition, all full time employees automatically receive a WorldVentures membership at no cost to allow employees access to our exclusive DreamTrips group travel experiences.