Opportunity Snapshot

This position offers you the best of both worlds: you will join an established, growing company with a business model proven over 26 years of success, and also make your mark on a "blank slate" as you play a key role in bringing a new contact center online. While other companies are downsizing, we are investing in future growth, including upgrading our contact center Cisco technologies, among other initiatives. Many call center professionals will consider this position a crowning career achievement; at the same time, your success in this role could set you up to pursue other opportunities in our organization.

Your mission will be to help provide the leadership to create a culture of accountability and commitment as well as smooth, efficient center operations to ensure Arbonne provides best-in-class support to our Independent Consultants. To be a good fit for this opportunity you will have significant experience managing a complex multi-channel, multi-function contact center with a staff of at least 100, including managing supervisors. You also will need strong project management skills and a clear understanding of call center metrics and what drives them. We're looking for a professional with outstanding leadership and interpersonal skills, including the ability to manage, develop, and motivate staff.

Arbonne International, LLC is a direct-selling company founded in 1980 with a mission to develop and distribute Swiss-formulated skin care products that are pure, safe, and beneficial. Today Arbonne has grown to include color, aromatherapy, nutrition, and weight loss products all available through our network of Independent Consultants. Our leadership is committed to unprecedented expansion and success for everyone associated with the extraordinary phenomenon that is Arbonne. Among other attractive benefits, we offer an employee discount on Arbonne's quality products.

What Else You'll Bring to the Table

In addition to the qualifications detailed above, you'll need:

• A bachelor's degree; however, we also will consider non-degreed candidates with significant and relevant experience.
• Experience leading a customer-focused team within a fast growing, consumer-products company.
• A strong understanding of contact center and customer service metrics and experience with state of the art call center systems/technologies; experience with Cisco call center management systems is preferred.
• A basic understanding of phone switches and workforce planning.
• Experience with using email, phone, and live chat to manage the contact center operation.
• Excellent oral and written communication skills, including the ability to present to senior management and an external, independent sales organization.
• Outstanding organizational skills with the ability to juggle multiple projects and priorities in a dynamic fast paced work environment.
• The flexibility to be effective in the absence of clear-cut structure as well as the management savvy to create structure where necessary.
• Strong analytical abilities to facilitate proactive performance, goal achievement, and bottom-line objectives.
• A demonstrated ability to delegate responsibility and follow up on execution.
• Bilingual Spanish and English skills are a plus.

What's in It for You

Ground floor impact -- this new contact center gives us the opportunity to take our support services to the next level. While we'll bring the best of Arbonne's processes and procedures with us, you will be able to put your personal stamp on the new center as you grow your staff, establish a robust culture, and build out structures and best practices.

High visibility -- Arbonne is strongly committed to supporting our Independent Consultants in achieving success and you'll play a key role in delivering on this high profile commitment. The Dallas area is a strong focus for the company; we recently opened a data center here and we are considering other Dallas-based initiatives.

Career development -- this role will provide you with challenges and opportunities for years to come; for example, our future plans include setting up a technical support team and internal I.T. Help Desk within the center, and you would help lead that and other projects. If you have the aptitude and ambition to move up, you might set your sights on a Director or even VP role.

Great work environment -- you know that's true because you'll help shape it! Arbonne promotes an upbeat, success oriented culture with a strong sense of family and teamwork. Working for Arbonne is a truly unique experience -- there's no other company quite like it. You'll find the stress level lower here than at the typical contact center.

Excellent compensation -- our company consistently looks for ways to reward employees. Arbonne associates enjoy an excellent benefits program, including medical, dental, vision, and life insurance; a 401(k) plan; an employee product discount; and more.

The Right Move at the Right Time

We're moving our Contact Center from Irvine, CA to Addison, TX, to ensure we provide the highest quality support to our Independent Consultants and lay a foundation for our ongoing growth. The decision was largely driven by technology considerations: the new center offers state of the art systems and it will be near our growing IT presence in the Dallas area. Our goal is to staff the center entirely with Arbonne employees, although we may use some temporary staffing to start. The staff will total more than 120 once we're up to speed, with the ability to grow as necessary.

You'll find a very different culture at Arbonne, as our business model is molded around our Consultants -- ours is a relationship business in the true sense of the term. Running a home-based business allows Consultants to be their own boss, spend more time with family and other life interests, and share quality products with their clients.

Joining Arbonne also connects them to a robust support infrastructure, and the Contact Center is the hub of that infrastructure. Customer Service Representatives (CSRs) will field inbound calls and emails regarding a wide variety of issues, including:

• Answering questions about our products, such as ingredients and their use.
• Providing technical support in navigating Arbonne.com.
• Signing up new Consultants and walking them through various processes.
• Handling exchanges, returns, and other issues.
• Responding to questions about becoming a Consultant.
• Clarifying rules and regulations of the sales plan.
• Taking orders.
• And more.

The people who call are passionate; this is not only their livelihood, but it often is a way they are making their lives better. CSRs may talk to the same people on multiple occasions, particularly those who are actively engaged in growing their business. Your mission will be to help create an environment in which CSRs provide top quality support and, in the process, let the Consultants know they are appreciated.

More About Your Role

If you're a good fit for this position, you already know most of what this job entails. However, to be sure we're providing a complete picture, here are some details.

Reporting to the Contact Center Director, you will provide direction to six Supervisors and two Workforce Planning Specialists. Our intention is to bring on a second Manager in the near future. The leadership team will also include two Trainers. The Center will operate from 8 AM to 8 PM Monday through Friday and from 8 AM to 5 PM on Saturday.

You will have both short and long term objectives. Right off the bat you'll focus on getting the center ramped up and running, including putting metrics in place, developing a strong management team, clarifying expectations, learning Arbonne systems and processes, and creating the right culture and environment. In the early running your role will involve a great deal of project management, and part of your challenge will be to help people focus on a clear vision and hold them accountable for driving toward that vision.

Over the long run you will ensure the center achieves key performance indicators on a consistent basis, including quality, productivity and attendance. This will include:

• Ensuring key performance indicators are established, monitored, and reported in a timely and consistent manner.
• Increasing employee retention at each level.
• Developing project plans for all key initiatives and reporting on progress throughout the planning and implementations phases.
• Modeling Arbonne values at all times.

Keys to Success

To excel in this role you will take a proactive approach to learning a great deal of information in a short time. You also will have the vision to see where we want to go, the communication skills to share that vision, the tactical skills to clear a path to that place, and the leadership abilities to motivate and mentor the team in getting there. In addition, in order to be an outstanding Call Center Manager, you will:

• Be effective with a degree of ambiguity and even chaos at first, but then pull all the pieces together to create a smooth-running operation that can grow as Arbonne does.
• Bring a degree of technological savvy, but without being totally dependent on the technology, particularly as we finalize our technical packages and bring new systems online.
• Take a hands-on approach and play an active and engaged role in everything from coaching the team to implementing technology.
• Develop a management team that works closely together to create an environment in which people grow and develop and in which everyone takes pride in the company and the contact center.

If this sounds like the right mix of challenge and opportunity for you, and you meet the minimum qualifications, we want to hear from you!

Who We Are

Arbonne premium skin care products are formulated in Switzerland at the Arbonne Institute of Research and Development (AIRD) and made in the U.S.A. Arbonne markets its products exclusively through a network of Independent Consultants. The Company has more than 1,000,000 Independent Consultants doing business in the United States and Canada.

The wonderful thing about Arbonne is that it's not just about great products, it's also about great people. The Arbonne family is made up of thousands of individuals working to make their professional aspirations a reality.

For more information please visit www.arbonne.com. Clicking on this link will open a new browser window, but be sure to come back to submit your resume! No phone calls please.