S-205 | Specialist, Customer Solutions (IVR)

S-205 | Specialist, Customer Solutions (IVR)

01 Jul
|
Loblaw Companies Ltd - Head Office
|
Toronto

01 Jul

Loblaw Companies Ltd - Head Office

Toronto

Les candidats référés ne doivent pas postuler directement pour ce poste. Toutes les références de candidats doivent d’abord être soumises dans Workday par un collègue de Loblaw actuel. 



Lieu:



600-500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9



C’est toute une décision que de se joindre à une entreprise. Nous offrons des perspectives d’emploi à des personnes qui, comme vous, sont travaillantes, dynamiques et fiables.



Pourquoi ce role est-il important?



The Customer Solutions Specialist is responsible for providing day to day operational and analytical support for our Payment, Digital and Retail IVR technology. This will include analysis and reporting on key metrics as well as trouble shooting,

making recommendations for improvements and working with our business partners to implement improvements. 



What You'll Do:



- Subject matter expert in IVR and/or Routing technical design and Customer experience solutions 

- Act as subject matter expert within technical areas (Front-end, Back-end, SQL, Reporting, DBA) 

- Provide detailed data analytics and develop reports on the self-service applications including IVR and web.

- Identify opportunities for process improvements that improves the overall process efficiency as well as specific improvements for the IVR and web systems.

- Analyze, document & perform impact analysis on existing business systems & processes when changes are proposed.

- Change management including documentation of change requests for IVR vendor.

- User acceptance testing of IVR changes.

- Complete regular audit and execution of controls to manage operational risk

- Analyze and evaluate customer-level data to provide strategic recommendations/customer insights and identify opportunities for improvement 

- Lead process documentation and skills development initiatives for the larger team 

- Explore and implement new technology standards to help drive innovation, system performance and world class customer experience 



What You'll Need:



- Experience with data analysis

- Analytical skills to identify gaps and deficiencies and develop solutions

- Strong verbal, written, and reporting skills

- Proficient in Microsoft applications, specifically Excel. Must possess demonstrated ability to create and manage spreadsheet applications

- Proficient with Oracle SQL Developer and MS SQL Server including report builder and SSRS

- Experience with developing requirements

- Experience with Vendor Management including development and management of change requests

- Experience in technical writing including development of standard operating procedures and business processes

- Experience in the customer service and/or financial industry (Ideally Credit Card products)



Comment Réussir:



Chez Loblaw, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture.  Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens.   



Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.



En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.



Type d'emploi:



Temps plein



Role:



Poste régulier



Loblaw considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.



Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/19918772/s-205-specialist-customer-solutions-ivr-toronto/?utm_source=html

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