Elevate your career at Samsung Electronics Canada as a Manager for CS and Estore Contact Centre Operations. This role focuses on monitoring KPIs and training to enhance customer interactions and ensure operational excellence.
Samsung seeks a dedicated manager to oversee its customer service and e-store operations. You will analyze and report on critical KPIs, conduct training sessions for agents, and prepare forecasts to optimize staffing. The role demands skills in data analysis and excellent communication to ensure customer satisfaction and productive service delivery.
Key Responsibilities:
• Monitor and analyze voice and chat KPIs across divisions
• Conduct training sessions for CS and Estore agents
• Manage vendor invoice validation for overcharging risks




• Prepare monthly volume forecasts for staffing requirements
• Produce reports for leadership on contact centre performance
Requirements:
• University degree in Business Administration or Commerce
• Minimum 5 years in customer service or call centre management
• Sound knowledge of financial processes and ERP systems
• Advanced proficiency in Excel and PowerPoint
• Excellent communication and presentation skills
Lead Samsung’s contact centre operations by leveraging your expertise in data analysis, customer service management, and communication.
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📌 Manager Of Contact Centre Operations At Samsung Mississauga
🏢 Samsung Electronics Perú
📍 Mississauga