Senior Specialist II, CS and Estore Omni Contact Centre Operations & Training (12 month contract)

Summary At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work. Did we catch your attention yet? If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading! Our Perks: • Fantastic employee discount on all Samsung products • Competitive Salary • Employer paid Medical and Dental coverage from day one • Free on-site gym to get your sweat on • Subsidized Cafeteria; including free Starbucks coffee/latte machine • Employee Referral program- we want great talent like you! • Virtual Pet Care-to ensure the well-being and health of your beloved furry companions! • Additional Well Being Days for better work life-balance! This role is responsible for supporting CS voice and chat and Estore voice and chat contact centre operation and monitoring outsourced international partners. Daily monitoring of CS and estore vendor operations for voice, chat and email. Collaboration with CS and DtC teams and other internal SECA stakeholders for CS and estore voice and chat volume, quality and other KPIs as needed This role will assist with initiatives, such as CS and estore voice and chat forecasting and voice and chat KPI reporting. Support with 3rd party headcount planning to ensure adequate utilization and for achieving performance targets. Daily monitoring, evaluation and reporting of call answer ratio, chat response ratio and service level risks and expense reduction opportunities. Support CS voice and chat and estore voice and chat customer service delivery and first call resolution being above industry average. In addition, the incumbent will monitor 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 Responsibilities 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 Produce 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 Analyze 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