Worldventures Marketing LLC

  • Call Center Reporting Analyst

    Job Location US-TX-Plano
    Posted Date 3 weeks ago(1/31/2019 5:50 PM)
    Company
    WorldVentures Services, LLC
    Primary Site
    Plano, TX
    ID
    2019-3632
    Category
    Call Center
    # of Openings
    2
    Position Type
    Full-Time [F]
  • Overview

    WorldVentures, a dynamic, global, fast growing member based travel company, is currently sourcing for a Call Center Reporting Analyst 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.

     

    Overview:

    Acts as a liaison between the IT development group and business units for the development and implementation of new systems and enhancement of existing systems | Evaluates new applications and identifies systems requirements. Evaluates new IT developments and evolving business requirements, and recommends appropriate systems alternatives and/or enhancements to current systems. Prepares communications and makes presentations on system enhancements and/or alternatives.

     

    Responsibilities

    • Gather and analyzes contact center key performance data from multiple sources for multiple contact center locations.
    • Consolidate and report data into a daily service level report for each location and skill tier.
    • Utilize spreadsheets, databases and reporting software to design and generate reports.
    • Develop and distribute weekly, monthly, quarterly and yearly reports.
    • Identify trends of all relevant KPIs and formulate recommendations for Service Level Improvement. Work closely with WFM/WFA to aid in forecasting contact volume and scheduling by location.
    • Provide weekly trend updates of all relevant vendor KPIs (including Service Level, Line Adherence, AHT, Quality, Attrition, Training, etc.).
    • Confidently make presentations to small and mid-sized audiences.
    • Work closely with leadership to define new analysis/reporting initiatives.

    Qualifications

    • Bachelor's degree or equivalent work experience preferred.
    • 5+ years of Customer Service experience.
    • Contact center preferred.
    • Certain 2nd Language skills a plus.
    • Excellent verbal and written communications skills.
    • Strong analytical skills; adept in data mining, data analysis and data presentation.
    • Strong quantitative skills; Must possess advanced Excel skills.
    • Ability to grasp new concepts and ideas quickly.
    • Some experience in business reporting.
    • An understanding of internal call center business practices, software products supported is preferred.
    • Flexibility in scheduling (May require coverage and/or training on evenings and/or weekends).

    WorldVentures is a privately held company based in Plano, Texas with active representatives and members in over 34 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.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed