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.