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Senior Specialist I, E-Store and Retention (18 Month Contract)

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Samsung

Jul 18

Applications are closed

  • Job
    Full-time
    Mid & Senior Level
  • Business, Operations & Strategy
  • Mississauga

Requirements

  • 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.
  • Experience:
  • 3-5 Years Related Experience.

Responsibilities

  • Training (30%):
  • Plan and co-ordinate product training at call center and chat for CS and Estore .
  • Maintain a training log for each session showing number of hours, attendees, date and any other relevant information CS and Estore Contact Centre Operations & Training.
  • Execute new product launches and promotions for CS and Estore 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 estore 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, Estore 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 Estore.
  • 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 SECA staff and vendors.
  • Edit the QA calibrations form as required.
  • Coordinate CS and estore training and dtree management for CS and estore training and content.
  • Operations (40%):
  • Perform mystery call and chats for CS and estore operations.
  • Monitor CS and Estore Estore KPIs CAR, SL, ABN.
  • Monitor CS and Estore KPI CSS/FCR/NPS/NSR.
  • Monitor CS and Estore agent performance management adherence/attendance/call transfers/AHT/hold, etc.
  • Hosting ad hoc meetings with the vendors to discuss high priority initiatives.
  • Assist to prepare monthly CS and estore forecast for call/chat center vendor sites and ensure we have coverage for holidays.
  • Assist Producing a monthly CS and estore locked volume forecast for a the vendor(s) 90 days with a 45 day lead time.
  • Analyzing CS and Estore 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

FAQs

What is the duration of the contract for the Senior Specialist I, E-Store and Retention position?

The duration of the contract is 18 months.

What are the main responsibilities of the Senior Specialist I for CS, E-Store and Retention?

The main responsibilities include coordinating training programs, conducting quality assurance, managing operations related to customer service and e-store metrics, and liaising with other departments for effective communication and training needs assessment.

What percentage of the job focus is dedicated to training, quality assurance, and operations?

The job focuses 30% on training, 30% on quality assurance, and 40% on operations.

What type of educational background is preferred for this position?

A Bachelor’s Degree in business is preferred.

What specific skills are required for the Senior Specialist I position?

Required skills include excellent oral and written communication, experience in evaluating eCommerce KPIs, proficiency in Excel, Word, and PowerPoint, attention to detail, strong analytical and organizational skills, and the ability to develop reports effectively.

Is experience in managing training KPIs important for this role?

Yes, experience in managing training KPIs is important for this role.

What type of perks does Samsung offer for this position?

Perks include a fantastic employee discount on Samsung products, competitive salary, employer-paid medical and dental coverage from day one, free on-site gym access, subsidized cafeteria, a flexible work schedule, and additional well-being days.

Are there opportunities for professional development in this role?

Yes, the role offers the opportunity to develop training materials and lead training sessions, contributing to personal career growth and skill enhancement.

What is the preferred experience range for applicants to this position?

The preferred experience range is 3-5 years of related experience.

Will the Senior Specialist be involved in performance management?

Yes, the Senior Specialist will be involved in agent performance management, including monitoring call quality and formulating training based on performance metrics.

Samsung

Technology
Industry
10,001+
Employees
1969
Founded Year

Mission & Purpose

Samsung is a multinational conglomerate with operations spanning various industries, including electronics, technology, and manufacturing. Their ultimate mission is to "Inspire the World, Create the Future" by developing innovative products and services that enhance people's lives and contribute to the advancement of society. Samsung's purpose is to provide cutting-edge technologies and solutions, from smartphones and televisions to home appliances and semiconductor manufacturing, to make people's lives more convenient, connected, and efficient in the UK and around the globe

Culture & Values

  • People

    Quite simply, a company is its people. At Samsung, we’re dedicated to giving our people a wealth of opportunities to reach their full potential.

  • Excellence

    Everything we do at Samsung is driven by an unyielding passion for excellence and an unfaltering commitment to develop the best products and services on the market

  • Change

    As we have done since our foundation, we set our sights on the future, anticipating market needs and demands so we can steer our company toward long-term success.

  • Integrity

    Operating in an ethical way is the foundation of our business. Everything we do is guided by a moral compass that ensures fairness, respect for all stakeholders and complete transparency.

  • Co-prosperity

    Samsung is committed to becoming a socially and environmentally responsible corporate citizen in all of its communities worldwide