Job Title

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application. Location 243 Consumers Road, Toronto, Ontario, M2J 4W8 Why this role is important? Senior Manager, MCC Supply Chain Support responsible to lead and manage the Marketing Call Centre Specialists and Reps to ensure telephone, Service Now and email inquiries from stores regarding all Supply Chain, Promotional, Operational and maintenance issues are responded to in a prompt and effective manner to achieve a high level of customer satisfaction over 2000 stores. What You Will Do Lead, coach, and develop the team Marketing Call Specialist and Representatives workloads and scheduling; provides staff supervision to ensure high level of Customer Service is provided to stores in an accurate, efficient manner that complies with policies, procedures, and standards and best practices. Lead, coach, and develop a high-performing team, managing performance and succession planning. Support team development by creating training materials, conducting system testing, performing Quality Assurance reviews, and providing coaching. Analyzes & tracks processes and ensures a high level of knowledge and adherence to the Call Centre Key Performance Indicators (KPIs) including, but not limited to Average Talk Time (ATT), Average Handle Time (AHT) and Average Speed of Answer (ASA) is maintained. Provide regular team updates, and scorecard metrics to Director Supply Chain & Logistics and assists in assessing the impact of store related issues concerns. Manages Escalations through from Stores and Various business stakeholders. Liaises with internal departments to ensure call and email issues are resolved and ensure service level agreements are maintained. Attend weekly meetings with SDM Operations, Merchandising, Pharmacy Teams & DC/Transportation. Liaise effectively with internal departments to ensure timely resolution of store inquiries and maintain service level agreements - address urgent matters regarding Store incidents and data integrity. Initiates and coordinates with IT in the development of new reports and system enhancements and/or upgrades. Maintain expertise in current marketing programs, distribution processes, and other customer service initiatives to provide accurate responses - Distribution Centre/Transportation issues, and other Shoppers Drug Mart/Pharmaprix initiatives to provide accurate responses to concerns or issues. Onboarding and off boarding tasks as required. Requires flexibility for rotational weekend shifts and supporting 24/7 operations. What You Will Bring Post-secondary degree in Supply Chain, Business, or a related quantitative discipline. 3-5 years of demonstrated experience in a customer service or call center environment, preferably supporting retail operations. Proven ability to lead, develop, and train teams. Strong analytical skills to translate data into actionable insights. Strong process development and change management skills required for the growth of fast-paced, results-driven environment. Provide daily Coaching and Mentoring to team members. Exceptional communication, facilitation, and negotiation skills across all organizational levels. Ability to prioritize and manage workflows in a fast-paced, exception-driven environment. Excellent understanding of retail business and advanced knowledge of supply chain management systems (SAP, Genesys, Service Now, Internal SDM systems and WMS) and best practices. Proficiency in Microsoft Office Suite (Excel, PowerPoint). Proactive, forward-thinking mindset for continuous improvement, capable of working autonomously and collaboratively. Why work at Shoppers Drug Mart? Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy. Take ownership of your work and find more ways to care about your work, co-workers, customers and community. How Youll Succeed At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. Employment Type Full time Type of Role Temporary with Benefits (Fixed Term) Salary $100,000.00 - $132,000.00 / 100.000,00$ - 132.000,00$ (per year / par an) EEO Statement Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nations evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct it reinforces what our customers and stakeholders expect of us. AI Screening Statement The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. Lexprience et les connaissances dun candidat ainsi que la rgion gographique dans laquelle le poste est situ peuvent tre prises en compte dans la rmunration quun candidat reoit pour ce poste. Cette offre demploi concerne un poste vacant existant. Lentreprise utilise lintelligence artificielle dans le but de filtrer, dvaluer et/ou de slectionner les candidats ce poste. #J-18808-Ljbffr