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Senior E-Commerce Specialist and Retention Operations Lead

2 months ago

Mississauga, Ontario, Canada OSL Retail Services Full time

About OSL Retail Services

At OSL Retail Services, we are committed to providing exceptional customer experiences through innovative sales solutions. As a leading provider of retail services in North America, we strive to enrich the lives of our customers and the communities we serve.

The Opportunity

We are seeking an experienced Senior E-Commerce Specialist and Retention Operations Lead to join our team. This role will play a critical part in coordinating training programs for our E-Store and Retention group Contact Centre and Live Chat employees.

Key Responsibilities

The Senior E-Commerce Specialist and Retention Operations Lead will be responsible for:

  • Planning and coordinating product training sessions for CS and E-Store Contact Centre Operations & Training teams
  • Maintaining a training log for each session, including hours, attendees, date, and relevant information
  • Executing new product launches and promotions for CS and E-Store Contact Centre Operations & Training teams
  • Reviewing, modifying, and sharing training/consultation guides with contact centers
  • Communicating with product sales managers to obtain product/promotion training materials
  • Conducting deep dives on call drivers and escalating top management
  • Collaborating with the CS and E-Store Customer Experience Leader and Contact Centre Partners to assess employee skills and identify training needs or requirements
  • Developing training materials, such as blueprints, lesson plans, storyboards, facilitator guides, participant guides, PowerPoint presentations, job aids, assessments, and other relevant documents

Quality Assurance (30%)

  • Leading calibration calls with all vendors for CS, E-Store, and retention group
  • Conducting weekly calibration calls to evaluate and share feedback on agent customer service delivery and call handling skills for CS and E-Store
  • Listening to poor QA calls based on customer feedback to identify agent areas of opportunity and request coaching
  • Tracking intraday CSS/FCR/NPS performance and sending results to staff and vendors
  • Editing the QA calibrations form as required
  • Coordinating CS and E-store training and management for CS and E-Store training and content

Operations (40%)

  • Performing mystery calls and chats for CS and E-Store operations
  • Monitoring Store KPIs CAR, SL, ABN
  • Monitoring store KPI CSS/FCR/NPS/NSR
  • Monitoring E-Store Agent performance management adherence/attendance/call transfers/AHT/hold
  • Hosting ad hoc meetings with vendors to discuss high-priority initiatives
  • Assisting in preparing the monthly E-Store forecast for call/chat center vendor sites and ensuring coverage for holidays
  • Assisting in 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; reducing costs by ensuring the forecast is in line with contractual obligations

Requirements

  • Bachelor's degree in business preferred
  • 3-5 years of related experience
  • Excellent 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 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 and interpersonal skills, able to build relationships and interact comfortably with various levels in the organization
  • Self-motivated and able to work with limited supervision, meeting all deadlines
  • Strong analytical, organizational, and planning skills
  • Ability to develop compelling report storylines

About the Role

  • Competitive base salary $78-81K
  • Opportunities for training and development to grow your career with one of Canada's Best Managed Companies
  • A supportive workplace culture and environment