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Senior E-Commerce Operations Specialist

2 months ago

Mississauga, Ontario, Canada OSL Retail Services Full time

Company Overview

OSL Retail Services is a dynamic and people-focused organization that has been at the forefront of retail sales solutions since its inception in 2012. Our commitment to delivering exceptional client experiences, innovation, and business results has generated significant momentum, driving employee engagement and pushing us to new heights.

The Position

We are seeking a highly skilled Senior E-Commerce Operations Specialist to join our team. This exciting opportunity will see you play a key role in coordinating and facilitating training programs for our E-Store and Retention group Contact Centre and Live Chat employees.

Key Responsibilities:

Training (30%):

  • Plan and coordinate product training sessions for CS and E-Store Contact Centre Operations & Training
  • Maintain a comprehensive training log for each session, capturing essential details such as hours attended, date, and attendees
  • Execute new product launches and promotions for CS and E-Store Contact Centre Operations & Training
  • Review, modify, and share training/consultation guides with the contact centers
  • Communicate with product sales managers to obtain product/promotion training materials
  • Dive deep into call drivers and escalate top management concerns
  • Collaborate 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, including blueprints, lesson plans, storyboards, facilitator and participant guides, PowerPoint presentations, job-aids, assessments, and other relevant documents

Quality Assurance (30%):

  • Lead CS, E-Store, and retention group calibration calls with all vendors
  • Conduct weekly calibration calls to evaluate and share feedback regarding each agent's customer service delivery and call handling skills CS and E-Store
  • Listen to poor QA calls based on customer feedback to identify agent areas of improvement and request coaching
  • Track intraday CSS/FCR/NPS performance and send results to staff and vendors
  • Edit the QA calibrations form as required
  • Coordinate CS and E-store training and management for CS and E-Store training and content

Operations (40%):

  • 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
  • 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 and ensure coverage for holidays
  • Assist in producing a monthly locked volume forecast for the vendor(s) 90 days with a 45-day lead time
  • Analyze E-Store historical call volume and produce a monthly locked forecast by line of business and language for the call center vendors; reduce costs by ensuring the forecast aligns with contractual obligations

Requirements:

  • Bachelor's degree in Business preferred
  • 3-5 years related experience
  • Exceptional oral and written communication skills
  • Strong knowledge and experience in evaluating and managing eCommerce-related contact centre (chat, phone, and email) KPIs
  • Experience in training large and small groups related to products and promotions
  • Proficient in working with Excel, Word, PowerPoint
  • Experience in managing training KPIs
  • Experience in eCommerce business analysis and market intelligence an asset
  • Highly developed communication and interpersonal skills, able to build relationships and interact comfortably with various levels within the organization
  • Self-motivated and able to work with limited supervision, meeting all deadlines
  • Strong analytical, organizational, and planning skills
  • Ability to develop compelling reports and storylines

What We Offer:

  • A competitive base salary of $78,000 - $81,000 per year
  • Training and development opportunities to grow your career with one of Canada's Best Managed Companies
  • A supportive workplace culture and environment