Lead the CS and Estore operations at Samsung Electronics Canada, overseeing voice and chat management in a energetic work environment. Manage vendor operations and ensure high customer satisfaction through strategic planning and KPI monitoring.

In this managerial role, you will oversee the daily operations of the CS and Estore contact centre, focusing on vendor management and service quality. Collaborate with internal teams and evaluate KPIs to achieve performance targets for call volume, quality, and service levels. This position demands sharp analytical skills in a fast-paced setting.

Key Responsibilities:
• Monitor CS voice/chat and Estore KPIs for efficiency
• Validate vendor invoices for accuracy within timelines
• Prepare monthly volume forecasts for staffing needs




• Deliver training to agents on new models and sales
• Participate in quality evaluations and vendor calibrations

Requirements:
• Proven experience in contact centre management
• Strong analytical skills for KPI tracking
• Proficiency in vendor relationship management
• Ability to prepare detailed operational forecasts
• Knowledge of customer satisfaction metrics

Drive excellence in service delivery and enhance customer experience through effective contact centre operations management.
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📌 Manager, Omni Contact Centre Operations at Samsung (Ontario)
🏢 PVH (Tommy Hilfiger/Calvin Klein)
📍 Ontario