Job Description

Position Summary...

-----------------------

This role is responsible for a number of transportation services that ensures the flow of goods to and from our DC's and Stores, while engaging associates to be highly productive utilizing the CRM system. The LSS operates 24/7, ensuring timely deliveries to stores, emergency resolution, escalation and business continuity planning, while maintaining a professional demeanor in this Customer facing role. In addition, this role is responsible for special event planning ensuring seamless execution and delivery window management. Overseeing a team of day, afternoons and night while managing KPI deliverables, organizational metrics, and individual associate development.

What you'll do...

---------------------

Provides supervision and leadership to the Alorica/LSS team during the assigned shift. Ensures completion of shift workload while ensuring all reporting is completed accurately and timely.




Co-ordinates the flow of emails/cases into the CRM Salesforce system by triaging to associates while maintaining LOS on daily/weekly assigned duties and special event planning.




Ensures all inbound phone calls in the Queue are answered within LOS, while minimizing abandoned calls




Responsible for reporting on customer service performance, timelines by case type and KPI's.




Labor planning of associates by shift to ensure adequate coverage (holidays, vacations, shift swaps).




Prepares 30/60/90 day and annual performance reviews for associates.




Ensures the timely resolution of CRM cases/emails in the Queue within established SOP's.




Other duties as assigned.





?

Minimum Qualifications...

-----------------------------

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Age - 18 or older

Preferred Qualifications...

-------------------------------

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

Primary Location...

6800 Maritz Drive, Mississauga, ON L5W 1W2, Canada