Retention Specialist
4 weeks ago
Overview
OSL Retail Services is a people-focused company that's at the top of its game. With our commitments to client customers, innovation, business results, and an entrepreneurial spirit, we've generated momentum in recent years. This energy, enthusiasm, and engagement among our employees are pushing us to new heights.
The Company:
Established in 2012 in Mississauga, Ontario, OSL provides customized designed sales solutions in retail, direct sales, merchandising, and customer acquisition. Our culture is built on passionate employees, great customer service, and long-term relationships. We value people, passion, honesty, respect, and integrity.
The Position: CONTRACT 18-months
We're seeking a Retention Specialist. The Retention Specialist coordinates and facilitates specific training programs for our E-Store and Retention group Contact Centre and Live Chat employees.
This role encompasses areas including orientation sessions, performance management, sales, customer service, industry-specific knowledge, management and leadership development, knowledge base management, agent performance management, call quality assurance, agent testing, agent training curriculum development and maintenance, agent email ID and system access management, volume forecasting and capacity planning, headcount management, and KPI data reporting and analysis.
Responsibilities:
Training (30%):
- Plan and coordinate 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.
- Execute new product launches and promotions for CS and E-Store.
- Review, modify, and share training/consultation guides with the contact centers.
- Communicate with product sales managers to get the product/promotion training materials.
- Deep dive on call drivers and escalate to management.
- Work collaboratively with the CS and E-Store Customer Experience Leader and Contact Centre Partners to assess employee skills and identify training needs.
- Develop training materials such as blueprints, lesson plans, storyboards, facilitator and participant guides, PowerPoint presentations, job-aids, assessments, and other pertinent documents.
Quality Assurance (30%):
- Conduct calibration calls with all vendors.
- Evaluate and share feedback regarding each agent's customer service delivery and call handling skills.
- Listen to poor QA calls based on customer feedback to identify agent areas of opportunity and request coaching.
- Track intraday CSS/FCR/NPS performance and send results to staff and vendors.
- Edit the QA calibration form as required.
- Coordinate training and management for CS and E-Store.
Operations (40%):
- Perform mystery calls and chats for CS and E-Store operations.
- Monitor Store KPIs CAR, SL, ABN.
- Monitor E-Store Agents performance management adherence/attendance/call transfers/AHT/hold.
- Host ad hoc meetings with vendors to discuss high-priority initiatives.
- Assist in preparing the monthly E-Store forecast for call/chat center vendor sites.
- Analyze E-Store historical call volume and produce a monthly locked forecast by line of business and language for the call center vendors.
Requirements:
To be successful in this role, you should have:
Education:
- Bachelor's degree in business preferred.
Experience:
- 3-5 Years Related Experience.
Skills:
- Ability to demonstrate excellent oral and written skills.
- Strong knowledge & experience in evaluation and management of eCommerce related contact Centre KPIs.
- Experience 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.
- Exceptional attention to detail and sense of urgency.
- Highly developed communication & interpersonal skills.
- Self-motivated and able to work with limited supervision.
- Strong analytical, organizational, and planning skills.
- Ability to develop great storylines for reports.
What we offer:
We offer:
- Competitive base salary $78-81K.
- Training and development opportunities to grow your career.
- A supportive workplace culture and work environment.
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