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Job Details

Vice President of Call Center-Sales/Membership and Service

Location
Plano, TX

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Profile

Overview

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.



The VP of Customer Service is a proven leader who will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for WorldVentures members and representatives. To create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, this individual will champion the customer experience while balancing the realities of our business needs.



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.

Responsibilities

Leadership




  • 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

  • Strong skills managing strategy and business delivery, with the confidence to make informed decisions

  • Proven people leadership & management skills and 7 years of service based experience in leading and managing high performing teams in a customer support (contact) environment to excellence

  • Serve as part of the leadership team and report on key business and operational activities related to how we improve the overall customer experience while delivering on key metrics

  • Work with managers within the Call Center to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement


  • Guide the culture within the Call Center to ensure customer engagements are true to our beliefs, mission, and values

  • Create a nimble organization while generating revenue that responds quickly to our customer’s needs


Strategy / Operations




  • Customer Success: focused on customer experience, increasing product adoption, and upselling

  • 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




Qualifications




  • 10 years of experience leading customer facing teams in a multi-channel environment

  • Bachelor’s degree or equivalent experience required. MBA preferred

  • Experience deploying a SalesForce Commerce Cloud, globally, for customer service environments

  • Must be able to instill analytically driven culture within the customer service environment for voice, bot, and chat

  • Demonstrable expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction, tenure and revenue

  • Proven leader that inspires employee commitment, loyalty and motivation though progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility.


  • Comfortable with team-based work structure; ability to demonstrate flexibility on the job

  • Proven innovator, responds promptly and reasonably when making decisions, effective at solving problems

  • Exceptional communication skills that can be shared with a wide audience while remaining clear, concise and diplomatic

  • Proven experience delivering measurable improvements to business performance by enhancing the customer experience

  • Experience managing budgets, forecasting, and productivity analysis

  • Strong computer skills, in depth knowledge of Microsoft Excel

  • Capable of streamlining and improving processes, and troubleshooting


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.

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