Worldventures Marketing LLC Customer Service Trainer in Plano, Texas
WorldVentures, a dynamic, global, fast growing member based travel company, is currently sourcing for a Customer Service Trainer 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 purpose of the Customer Service Trainer is to analyze and measure the effectiveness of existing contact center processes and develop sustainable, repeatable and quantifiable process improvements. The trainer collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. He/She monitors resource requirements, call volume, quality and efficiency of customer contact center operations. In addition, he/she collaborates with training resources to provide training on improved processes.
Facilitate new hire training and refresher sessions as required
Conduct system/process/promotion rollout training
Train and reinforce quality assurance expectations and performance objectives within the contact center in collaboration with the Call Center Manager and Global Training & QA Manager
Identify and report opportunities for process improvement
Assume full ownership of CSRs during the new hire training period and ensure they meet all expectations before graduating
Champion CSR development and advocate for identified areas of ongoing growth opportunities.
Assist in reinforcing procedures and information through variety of different channels to solidify knowledge of contact center staff
Conduct monthly tests for contact center staff to ensure their knowledge and understanding of the procedures are well understood
Create, rollout and score quizzes to increase CSR knowledge. Support any internal trainings as needed
Provide back up support for customer calls
Perform additional responsibilities and complete other projects as assigned.
High school diploma required
2+ years of progressive experience in a call center environment (25+ employees)
2+ years of experience as a customer service representative
Experience facilitating training modules within a company environment
Proficient in Microsoft office applications, specifically Excel, Word, Outlook, and PowerPoint
WorldVentures is a privately held company based in Plano, Texas with active representatives and members in over 30 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.
Name Linked: WorldVentures Services, LLC
External Company Name: WorldVentures Marketing, LLC
External Company URL: www.worldventures.com
Street: 5100 Tennyson Pkwy