Position Summary:This role is responsible for the administrative and financial operations of the CS voice and chat and Estore voice and chat contact centre operation including its outsourced international partners. Daily management of CS and estore vendor operations for voice, chat and email. Collaboration with CS and DtC teams and other internal SECA stakeholders for online shopping CS and estore call voice and chat volume, quality and other KPIs as needed and sales.
Will own strategic planning initiatives, such as (expense simulations) CS and estore , call voice and chat forecasting and, voice and chat KPI reporting. Will be responsible for 3rd party headcount planning to ensure adequate utilization and for achieving performance targets. are achieved. Daily monitoring, evaluation and reporting of call answer ratio, chat response ratio and service level risks and expense reduction opportunities.
The incumbent will be responsible for CS voice and chat and estore voice and chat customer satisfaction service delivery survey and, first call resolution and net promoter score results being being above industry average. In addition, the role will manage Operations, Training, Quality and Workforce Management Teams for CS voice and chat and estore voice and chat to ensure best practices with respect to service processes and quality standards, such that they are being met by vendor partners.
Role and ResponsibilitiesEssential Duties and Responsibilities:- Monitor and analyze CS voice and chat and Estore voice and chat KPIs, such as CAR, ABN, SL, ASA, CRR, ERR, CSS, FCR, AHT, forecasting accuracy ratio, hold usage, repeat contacts, ticket creation ratio, transfers, disconnects, pending tickets, quality assurance scores, agent adherence, attrition, occupancy, utilization, attendance, absence, VS usage, HRM usage, VD RM usage, MX RS usage and SMS usage
- Monitor the CS voice and chat and estore voice and chat KPIs at the overall and division level, that is, MX, DA, VD, IT and others
- Perform mystery calls and chats for both CS and estore operations
- Conduct CS voice and chat and estore voice and chat monthly validation of vendor invoices within 5 business days of receiving them
- Ensure that SECA is not being overcharged and that billing hours match with system records. Non-validation of these invoices can lead to over-billing and must be validated for audit purposes
- Prepare monthly CS voice and chat and estore voice and chat volume forecast for contact center vendor sites and ensure we have enough staffing coverage for regular business days, holidays, launches and other sales or special events
- Producing a monthly CS voice and chat and Estore voice and chat locked volume forecast for the contact center vendors 90 days in the future with a 45 day lead time
- Analyzing CS voice and chat and Estore voice and chat historical contact volume and producing a monthly locked forecast by line of business and language for the contact center vendors, reducing cost by ensuring that the forecast is in-line with contractual obligations and avoid penalties being charged to Samsung
- Co-ordinate CS voice and chat and Estore voice and chat content and training delivery to all CS and Estore agents to ensure that all agents are properly trained prior to new model launches and other sales or special events
- Attend the relevant CS voice and chat and estore voice and chat meetings and receive promotion material from the sales teams and upload the terms and conditions and other relevant documents to ASK or other knowledge management system as needed for the CS and Estore agents
- Participate in the CS voice and chat quality process, weekly calibrations with vendors for Tier 1 interactions, evaluating inbound and outbound call, chat and message contacts
- Monitor and manage CS voice and chat and estore voice and chat pending tickets created by the contact centers and ensure that customer requests are handled within the agreed turnaround time to avoid VOCs
- Providing daily/weekly/monthly/quarterly/annual reporting to HQ/Leadership/CS/DtC PICs, such as weekly KPIs, etc.
- Maintaining agent access to all relevant CS and estore systems, such as Sprinklr, ASK, , MX RS, VD RM, HRM, VS and other tools as needed
- Attend all internal/external meetings regarding new product launches, upcoming promotions, etc. and cascading that information down to the vendors
- Will be responsible for completing any CS voice and chat and estore voice and chat ad hoc reports and projects requested by the Leadership team as the business requires
Skills and QualificationsRequirementsEducation:- University degree (Business Administration, Commerce) preferred
- Enrolment in designated accounting program preferred
Knowledge:- Sound knowledge of financial trade spending accrual process or system knowledge is a strong asset
- Experience with ERP system (preferably SAP) an asset
- Excellent written and oral communication and presentation skills
- MS Office including advanced Excel and PowerPoint
Experience:- Minimum 5 years of customer service/call centre management experience
The salary range for this role is expected to be between $98,000 to $128,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience. This posting is for a current job vacancy.
The total rewards package for a Regular Full-Time employee may include a variable incentive, savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.
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