Representative, Call Centre Marketing

4 weeks ago

Toronto, Canada Shoppers Drug Mart Pharmaprix Full time

All referred applicants must first be submitted through Workday by a current Loblaw Colleague._

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued - as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

**Incident Management Agent, Marketing Call Centre**

What You’ll Do:

- Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA)
- Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues.
- Attends team huddles to receive current updates on issues, concerns and promotions.
- Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement.
- Maintains a high level of knowledge regarding current marketing programs, Distribution Centre issues, and other Shoppers Drug Mart and Pharmaprix Customer Service initiatives to provide accurate responses to concerns or issues.
- Ability to work rotating shifts, including weekends and statutory holidays
- Accountable for personal statistics plus team goals (wait time and abandon rate).
- Supporting Project/initiatives related to SDM Business & Stores Support for all current projects underway.
- Create Training session and manuals of new systems; perform Testing on new systems and provide training.
- Review Agent calls for Quality Assurance and assist with necessary coaching on a regular basis
- Second Level escalations for store issues.
- Use considerable judgement and analysis to arrive at recommendations or conclusions for issues that may arise in the Call Centre.

What You’ll Need:

- Minimum High School Graduation diploma or equivalent level of education.
- This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships.
- Requires an understanding of inter-related work processes to be able to adapt to differing assignments.
- Provides routine information to coordinate the assignments and work procedures of others.
- Draws on a number of known options to solve problems and to develop improvements.
- Adaptable to set and prioritize work with varying exceptions. Able to work with diverse personalities and styles.
- Experience working with Microsoft office suite including excel and PowerPoint to produce reports, documents and presentations.
- Knowledge of logistic procedures in a retail call centre environment.
- Being Bilingual is an asset

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars - Environment, Sourcing and Community - and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values - Care, Ownership, Respect and Excellence - guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits - these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

**Please Note**:

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