Overview 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 aContact Centre Operations Specialist. The successful candidate is responsible for coordinating and or facilitating specific Training and Quality solutions that address operations improvements to our E-Store and Retention group Contact Centre and Live Chat employees. 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 the 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 relatedcontact 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 and experience in eCommerce business analysis + 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. + Strong analytical, organizational and planning skills 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 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. Job LocationsCA-ON-Mississauga Job Post Information* : Posted Date2 days ago(2/12/2025 10:02 AM) ID 2025-81578 # of Openings 1 Job Code OSL-CA01 Category Corporate : Entreprise Type Corporate Team: équipe des affaires