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Contact Center Sales Trainer

2 months ago

Toronto, Canada Canada Goose Inc. Full time
Job Description

The Contact Center Sales Trainer is a key contributor to Canada Goose Inc.'s consumer care operation, specializing in Salesforce Service Cloud, Experience Cloud, and Sales Cloud within a contact center sales and Clienteling environment. This role focuses on optimizing customer interactions by effectively managing Salesforce automation tools, Knowledge management systems, client engagement channels/platforms, and training our consumer sales and support teams. Monitoring dashboards and KPIs to ensure we are achieving our goals and course correct concerns via training support.


Qualifications

What You'll Do:

Education and Enablement Support:

  • Focus on optimizing SF licenses and clouds to meet the education needs of the contact center Virtual Brand Ambassadors.
  • Conduct comprehensive knowledge transfer sessions for users, providing ongoing support and maintaining updated documentation.
  • Develop and maintain quality assurance (QA) rubrics for SFSC automation, aiming to improve handle time efficiencies, resolution rates, customer satisfaction (CSAT), and sales conversion rates. 
  • Map customer journeys and enhance client engagement strategies.
  • Implement and maintain Lightning templates and quick text for reply recommendations to streamline customer interactions.
  • Utilize SFSC to create and publish articles in optimal formats to support Next Best Action (NBA) and AI automation efforts.
  • Deliver training sessions on SFSC features, Sales Cloud features and functionality, Next Best Action (NBA), and Einstein for Service AI automation tools.
  • Diagnose and resolve technical issues encountered by users, working closely with IT administrators and developers.

Clienteling and Sales Support:

  • Collaborate with retail, in an effort to format brand, product, and marketing information for the contact center environment, ensuring it is relatable and easily retained by our Virtual Brand Ambassadors.
  • Provide guidance on utilizing SFSC and Sales Cloud for Clienteling initiatives, maximizing the platform's capabilities for personalized customer interactions and sales conversion optimization.
  • Support the creation and maintenance of robust reporting mechanisms (SFSC, PowerBI, Looker Studio, etc.) to track client interactions, sales performance, and service metrics.
  • Optimize Sales Cloud to maximize leads and opportunities, campaigns, 1:1 activities and tasks.

Experience, Education and Designations:

  • 2+ years of experience in a retail, hospitality, or contact centre sales environment, with a focus on Salesforce Service Cloud and Sales Cloud.
  • Prior experience in content creation and training of support, sales, and clienteling journeys.
  • Knowledge of retail customer journey mapping and quality assurance rubric development.
  • Familiarity with Next Best Action (NBA) and Einstein for Service automation tools.
  • Experience in Salesforce Knowledge management, including article formatting and publishing for optimal automation support.
  • Previous experience with Lightning templates and quick text for reply recommendations is highly desirable.
  • Previous experience in education and content delivery facilitation would be an asset.
  • Working knowledge of the Moodle learning management system would be an asset.

About You:

  • Positive attitude with a willingness to engage in new adventures
  • Driven to succeed and hungry for personal development
  • Thinks outside of the box to challenge status quo and innovate forward.
  • Able to work as part of a team, but take on independent tasks with confidence
  • Willingness to continuously learn and to stay up to date with latest CE-system technology
  • Organized, with the ability to prioritize and multi-task
  • Demonstrates high-quality work standards; accepts responsibility for his or her own work
  • Accepts openly and willingly that things will change; adapts personal approach to meet the change and quickly modifies behaviors to deal effectively with change.
  • Consistently exhibits Canada Goose’s Values, taking pride in being entrepreneurial, innovative, relentless, passionate and authentic while exhibiting personal commitment

Working Conditions:

  • Hybrid


Additional Information

What’s in it For You?

  • A company built on Canadian roots and heritage
  • Your work is recognized with a comprehensive and competitive Total Rewards Program
  • Opportunities for career growth through numerous internal and external programs
  • Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
  • Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about
  • Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
  • Inspiring leaders and colleagues who will lift you up and help you grow

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday.  We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

There are multiple ways to interview with us If you require any interview accommodation for your interview, please e-mail us at HR@canadagoose.com.