Samsung

2 days ago

Manager, CS and Estore Omni Contact Centre Operations & Training (12 month contract)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 37 minutes agoStatus: Live

Job Summary

Lead end-to-end operations and training for CS and eStore voice/chat contact center services, including oversight of outsourced international partners. Manage daily vendor performance across KPIs like call answer ratio, chat response ratio, service level, quality, and first-call resolution, while conducting invoice validations, forecasting volume and staffing coverage, and reporting results to HQ. Own customer satisfaction outcomes, first-call resolution, and NPS targets, and manage Operations, Training, Quality, and Workforce Management teams.

Location: Mississauga

Workplace: Onsite

Employment Type: Full time · 12 months

Job Function: Education & Training

Seniority: Manager level

Key Responsibilities

•Monitor and analyze CS and eStore voice/chat KPIs (e.g., CAR, ABN, SL, ASA, CRR/ERR, CSS, FCR, AHT, forecasting accuracy, quality scores, agent adherence, attrition, occupancy/utilization, attendance/absence).
•Manage vendor operations performance by overall and division level, and coordinate quality activities including weekly calibrations for Tier 1 interactions.
•Produce monthly locked forecasts for voice/chat volume (90 days ahead with 45-day lead time), staffing coverage, and locked forecasts by line of business and language to align with contractual obligations and avoid penalties.
•Conduct invoice validation for vendor invoices within 5 business days, ensuring billing hours match system records and prevent over-billing.
•Own customer satisfaction service delivery outcomes (survey, first-call resolution, NPS), and coordinate content/training delivery plus agent access to required customer support systems; provide recurring reporting to HQ/leadership.

Pay and Benefits

Salary: 98,000 - 128,000 annually

Perks:Health InsuranceDentalGym Membership

Key Requirements

•Minimum 5 years of customer service/call centre management experience.
•University degree in Business Administration or Commerce (preferred).
•Experience with ERP systems, preferably SAP (asset).
•Strong knowledge of financial trade spending accrual process/systems (asset).
•Advanced MS Office skills, including Excel and PowerPoint, plus excellent written and oral communication/presentation skills.

Experience:5+ years

Education:

Skills:CommunicationPresentationReporting

Tech Stack:SAPERPMS OfficeExcelPowerPointSprinklrASKHRMVD RMMX RSVSSMSEmail

Company Brief

Samsung

Global conglomerate known for consumer electronics, home appliances, semiconductors, displays, and mobile devices. Designs and manufactures a wide range of products and solutions for consumers, enterprises, and industrial customers worldwide.

Industry: Conglomerates & Holding Companies

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Seoul, South Korea

Founded: 1938

Glassdoor: 3.7

Website LinkedIn

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Samsung

2 days ago

Manager, CS and Estore Omni Contact Centre Operations & Training (12 month contract)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 37 minutes agoStatus: Live

Job Summary

Location: Mississauga

Workplace: Onsite

Employment Type: Full time · 12 months

Job Function: Education & Training

Seniority: Manager level

Key Responsibilities

•Monitor and analyze CS and eStore voice/chat KPIs (e.g., CAR, ABN, SL, ASA, CRR/ERR, CSS, FCR, AHT, forecasting accuracy, quality scores, agent adherence, attrition, occupancy/utilization, attendance/absence).
•Manage vendor operations performance by overall and division level, and coordinate quality activities including weekly calibrations for Tier 1 interactions.
•Produce monthly locked forecasts for voice/chat volume (90 days ahead with 45-day lead time), staffing coverage, and locked forecasts by line of business and language to align with contractual obligations and avoid penalties.
•Conduct invoice validation for vendor invoices within 5 business days, ensuring billing hours match system records and prevent over-billing.
•Own customer satisfaction service delivery outcomes (survey, first-call resolution, NPS), and coordinate content/training delivery plus agent access to required customer support systems; provide recurring reporting to HQ/leadership.

Pay and Benefits

Salary: 98,000 - 128,000 annually

Perks:Health InsuranceDentalGym Membership

Key Requirements

•Minimum 5 years of customer service/call centre management experience.
•University degree in Business Administration or Commerce (preferred).
•Experience with ERP systems, preferably SAP (asset).
•Strong knowledge of financial trade spending accrual process/systems (asset).
•Advanced MS Office skills, including Excel and PowerPoint, plus excellent written and oral communication/presentation skills.

Experience:5+ years

Education:

Skills:CommunicationPresentationReporting

Tech Stack:SAPERPMS OfficeExcelPowerPointSprinklrASKHRMVD RMMX RSVSSMSEmail

Company Brief

Samsung

Industry: Conglomerates & Holding Companies

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Seoul, South Korea

Founded: 1938

Glassdoor: 3.7

Website LinkedIn