Specialist, Claims

1 week ago

Mississauga ON, Canada OSL Retail Services Full time

It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition.
Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Contract:
We are currently seeking a Senior Specialist E-Store and Retention . The Senior Specialist E-Store and Retention is responsible to coordinate and or facilitate specific training programs to our E-Store and Retention group Contact Centre and Live Chat employees.

The Senior Specialist for Corporate Services (CS), E-Store and Retention Operation encompasses many areas including orientation sessions, performance management, sales, customer service, industry specific knowledge, management and leadership development. Agent performance management. Call quality assurance. Agent testing. Agent training curriculum development and maintenance. Volume forecasting and capacity planning. KPI data reporting and analysis. The Senior Specialist for CS, E-Store and Retention Operation will manage CAR, SL, ABN, FCR, NSR, NPS, CSS and sales metrics on an hourly basis. Liaise with other departments to gather information that may impact the CS and E-store for upcoming promotions.

Training (30%)
Plan and co-ordinate product training at call center and chat for CS and E-Store
Maintain a training log for each session showing number of hours, attendees, date and any other relevant information CS and E-Store Contact Centre Operations & Training
Execute new product launches and promotions for CS and E-Store Contact Centre Operations & Training
Reviewing, modifying and sharing training/consultation guides with the contact centers
Communicate with product sales managers to get the product/promotion training materials
Work collaboratively with the CS and E-Store Customer Experience Leader and Contact Centre Partners to assess employee skills and identify training needs or requirements
Develop training materials such as blueprints, lessons plans, storyboards, facilitator and participant guides, PowerPoint presentations, job-aids, assessments and other pertinent documents


Quality Assurance (30%)
CS, E-Store and retention group calibration calls with all vendors
Weekly calibration calls evaluate and share feedback regarding each agent’s customer service delivery and call handling skills CS and E-Store
Track intraday CSS/FCR/NPS performance and send results to staff and vendors
Coordinate CS and E-store training and management for CS and E-Store training and content


Perform mystery calls and chats for CS and E-Store operations
Monitor Store KPIs CAR, SL, ABN
Monitor store KPI CSS/FCR/NPS/NSR
Monitor E-Store Agents performance management adherence/attendance/call transfers/AHT/hold
Assist in preparing the monthly E-Store forecast for call/chat center vendor sites and ensure we have coverage for holidays
Assist Producing a monthly E-Store locked volume forecast for the vendor(s) 90 days with a 45-day lead time
Analyzing E-Store historical call volume and producing a monthly locked forecast by line of business and language for the call center vendors; Bachelor’s degree in business preferred
~contact Centre (chat, phone and email) KPIs
~ Experiences in training large and small groups related to product and promotion
~ Proficient in working with Excel, Word, PowerPoint
~ Experience in managing Training KPIs
~ Experience in eCommerce business analysis and market intelligence is an asset
~ Highly developed communication & interpersonal skills, able to build relationships and interact comfortably with a wide range of levels in the organization: from senior executives to support staff within and outside of the company.
~ Strong analytical, organizational and planning skills
~ Training and development opportunities to grow your career with one of Canada’s Best Managed Companies
OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

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