Specialist, Marketing Call Centre - 243 Consumers Road, Toronto, ON

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

Location:

243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work.  We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

What You'll Do: 

·       Responds to calls and emails to provide first level customer service for stores, resolves issues in a prompt and efficient manner and escalates issues as required. 

·       Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate person or department as necessary, to ensure accurate and timely logging of response actions. 

·       Maintains a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPI’s) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA) 

·       Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues. 

·       Attends team huddles to receive current updates on issues, concerns and promotions. 

·       Attends one-on-one meetings to track monthly Productivity scores (including AHT, ATT, quality scores, schedule adherence, etc.) current progress and identify areas for improvement. 

·       Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained. 

·       Maintains a high level of knowledge regarding current marketing programs, Distribution Centre issues, and other Shoppers Drug Mart and Pharmaprix Customer Service initiatives to provide accurate responses to concerns or issues. 

·       Ability to work rotating shifts, including weekends and statutory holidays 

·       Accountable for personal statistics plus team goals (wait time and abandon rate).  

·       Supporting Project/initiatives related to SDM Business & Stores Support for all current projects underway. 

·       Create Training session and manuals of new systems; perform Testing on new systems and provide training.  

·       Review Agent calls for Quality Assurance and assist with necessary coaching on a regular basis 

·       Second Level escalations for store issues. 

·       Use considerable judgement and analysis to arrive at recommendations or conclusions for issues that may arise in the Call Centre. 

 

What You'll Need: 

·       Minimum of 3 Years experience in Supply Chain or Retail experience

·       This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload and projects. Courtesy, tact and diplomacy are required in dealing with colleagues in every day working relationships. 

·       Requires an understanding of inter-related work processes to be able to adapt to differing assignments. 

·       Provides routine information to coordinate the assignments and work procedures of others. 

·       Draws on a number of known options to solve problems and to develop improvements. 

·       Adaptable to set and prioritize work with varying exceptions.  Able to work with diverse personalities and styles. 

·       Experience working with Microsoft office suite including excel and PowerPoint to produce reports, documents and presentations. 

·       Knowledge of logistic procedures in a retail call centre environment. 

·       Being biilingual is an asset 

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand.   Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. 

Employment Type:

Full time

Type of Role:

Regular

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.