Loblaws Job Application – Specialist Contact Centre

Website Loblaw Companies Limited

Job Description:

Reporting directly to the Manager, Quality Assurance and Special Projects, you will be responsible for the management of all Knowledge Base activities and the maintenance of First Level Knowledge Base Articles for the contact centres. You will also respond to telephone and email inquiries from the stores regarding various Pharmacy systems, when required.

Job Responsibilities:

  • Review and assess any requests from the business and support teams pertaining to the creation of a net new Knowledge Base Article, or the revision or change to an existing Knowledge Base Article
  • Analyze emerging issues and trends to identify opportunities for process improvement and Knowledge Base revision
  • Acting as the Subject Matter Expert (SME) for all Knowledge Base related issues and queries
  • Providing weekly summary of all Knowledge Base activities and accomplishments to the Manager, Continuous Development and Planning
  • Preparing a weekly communication to the team, highlighting any major additions or changes to the Knowledge Base Articles
  • This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload, and projects. Superior communication, courtesy, diplomacy, and problem solving are required in dealing with the stores and colleagues.
  • Meeting with business and support teams to identify shift-left opportunities to increase first-call resolution (FCR) for the contact centres
  • Attend or schedule/lead meetings to strategize and develop new policies and procedures, to provide updates on the status of current activities and projects, and to obtain guidance and direction on any future activities and initiatives
  • Oversee the maintenance and updating of the Knowledge Base to ensure that all First Level support documentation is current, and that it accurately complies with policies, procedures and standards as well as best working practices
  • Updating all applicable trackers for Knowledge Base creation and changes
  • Reviewing weekly reporting and status updates from the Subject Matter Experts to ensure any requests to enhance or update the Knowledge Base are completed in a timely manner
  • Collaborating with the various colleagues within the contact centres to review quality metrics and to identify any procedural and training gaps which may be addressed through the enhancement of the existing Knowledge Base Articles (KBA)

Job Requirements:

  • Knowledge management experience is an asset
  • Previous experience in customer service or customer advocacy role
  • Professional, enthusiastic, dependable, and flexible
  • Ability to contribute in collaborative team environment
  • Proficiency in Kroll, HealthWATCH and/or Assyst Rx is an asset
  • Proficiency with PC-based internet and software applications, including Microsoft Office applications such as Word, Excel and PowerPoint
  • 1-2 years Customer Service Specialist, Pharmacy Enhanced Support experience is required
  • Individual must be an analytical problem solver with attention to detail
  • 3-5 years Shoppers Drug Mart / Loblaws experience is an asset
  • Ability to work flexible hours (including week nights and weekends) within a fast-paced and dynamic environment
  • Must take initiative and be able to work with little supervision
  • Excellent verbal and written communication skills

Job Details:

Company: Loblaw Companies Limited

Vacancy Type: Full Time

Job Location: Toronto, ON, CA

Application Deadline: N/A

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