Representative, Call Centre Marketing

at  Shoppers Drug Mart Pharmaprix

Referred applicants should not apply directly to this role.
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

INCIDENT MANAGEMENT AGENT, MARKETING CALL CENTRE

Join us as a Specialist in our Supply Chain team to bring products from our distribution centre to nearly 2,500 grocery and pharmacy retail stores nationally, and ultimately the homes of millions of Canadians. Reporting to the Sr. Manager, Supply Chain you will collaborate with Store employees to responds to telephone and email inquiries regarding store level marketing and logistics issues. At Shoppers Drug Mart, we put the customer at the center of everything we do and our Customer Service Representatives but the Stores at the center of everything they do.

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 High School Graduation diploma or equivalent level of education.
• 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 Bilingual is an asset

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

• 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