Retention Specialist

2 weeks ago

Mississauga, Canada OSL Retail Services Full time

It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.


The Company:

OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition.

Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation.


The Position: Contract: 18 months


We are currently seeking a Senior Specialist E-Store and Retention. The Senior Specialist E-Store and Retention is responsible to coordinate and or facilitate specific training programs to our E-Store and Retention group Contact Centre and Live Chat employees.


The Senior Specialist for Corporate Services (CS), E-Store and Retention Operation encompasses many 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. KPI data reporting and analysis. The Senior Specialist for CS, E-Store and Retention Operation will manage CAR, SL, ABN, FCR, NSR, NPS, CSS and sales metrics on an hourly basis. Liaise with other departments to gather information that may impact the CS and E-store for upcoming promotions.


What you’re responsible for:

Training (30%)

  • Plan and co-ordinate 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 CS and E-Store Contact Centre Operations & Training
  • Execute new product launches and promotions for CS and E-Store Contact Centre Operations & Training
  • Reviewing, modifying and sharing 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 the top management
  • Work collaboratively 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 such as blueprints, lessons plans, storyboards, facilitator and participant guides, PowerPoint presentations, job-aids, assessments and other pertinent documents



Quality Assurance (30%)

  • CS, E-Store and retention group calibration calls with all vendors
  • Weekly calibration calls 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 opportunities and request coaching. Check agent coaching effectiveness by following up in subsequent listening sessions
  • 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
  • Hosting ad hoc meetings with the vendors to discuss high priority initiatives
  • Assist in preparing the monthly E-Store forecast for call/chat center vendor sites and ensure we have coverage for holidays
  • Assist 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 cost by ensuring that the forecast is in line with contractual obligations



To join our team:

  • Bachelor’s degree in business preferred
  • 3-5 Years Related Experience
  • Ability to demonstrate excellent oral and written skills
  • Strong knowledge & experience in evaluation and management of eCommerce related
  • contact Centre (chat, phone and email) KPIs
  • Experiences 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, able to build relationships and interact comfortably with a wide range of levels in the organization: from senior executives to support staff within and outside of the company.
  • Self-motivated and able to work with limited supervision, and ability to meet all deadlines
  • Strong analytical, organizational and planning skills
  • Ability to develop great storylines for reports



What we offer:

  • Competitive base salary $78-81K
  • Training and development opportunities to grow your career with one of Canada’s Best Managed Companies
  • A supportive workplace culture and work environment



If this sounds like you and you’re excited to be a member of our team, please apply now.


We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.


Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.


OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

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