Worldventures Marketing LLC

Customer Service Program Specialist

US-TX-Plano
4 weeks ago(11/20/2017 3:54 PM)
ID
2017-3177
Category
Customer Service/Support
# of Openings
1
Position Type
Full-Time [F]

Overview

Rovia, an industry-leading travel and lifestyle service provider, is currently sourcing for a Customer Service Program Specialist to be based in our Plano headquarters. Rovia powers exceptional travel and lifestyle products and experiences across the globe in a fast-paced environment. If you are prepared to grow your career, wear multiple hats, and be part of a growing team with a focus on exceptional service, this may be the role for you.

 

Analyzes and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. Collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. Monitors resource requirements, call volume, quality and efficiency of customer contact center operations. Collaborates with training resources to provide training on improved processes.

Responsibilities

- Develop, document and implement new processes as assigned. Analyze and challenge existing processes to recommend improvements.
- Develop and maintain projects checklist. 
- Anticipate and understand questions that may be asked by employees or Representatives.
- Liaise with other departments and business owners on projects and initiatives ensuring contact center requirements are met.
- Partner with IT and business analysts to identify system optimization and performance opportunity.
- Participate actively in User Acceptance Testing (UAT).
- Work with contact center staff to identify user requirements.
- Perform root-cause analysis of issues and take appropriate action.
- Measure the success of planned changes to check the plan is working: though comparing results, monitoring trends, analyzing the data and checking our measurements tools.
- Work on special projects for the department.
- Assist with preparing business cases for contact centers as required.
- Produce management reports as required.
- Maintain post launch support and prepare post-mortem.

Qualifications

  • Bachelor's degree or equivalent work experience preferred.
  • Experience in multicultural environment.
  • Knowledge of process mapping and agent friendly procedures.
  • Excellent knowledge of global processes and current systems in place.
  • Availability to travel domestically and internationally as required.
  • Analytical and can perform root-cause analysis.
  • Excellent communication and negotiation skills.
  • Proficient in Microsoft office applications, specifically Excel, Word, and Outlook.

Rovia develops global travel and lifestyle products with industry-leading companies around the world. Our business fosters mutual success through the power of three key elements: inspiration, innovation and integration. Rovia 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.

 

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