Labatt Breweries of Canada

Across Canada

ANALYST III, BSC ESG-CRG-IT

Ongoing
Competitive
Moncton, New Brunswick
Entry Level

Job Description

Job Responsibilities

Our Business Services Center is the first point of contact for Consumers, Suppliers and Employees/Retirees. The ideal candidate must ensure a high degree of customer satisfaction through rapid constructive and responsive communication. Ability to multi-task is very important.

  • Answer incoming request via phone, ticketing system, email, fax and web
  • Register the consumer, supplier and employee inquiries/complaints into the ticketing application
  • Resolve or forward requests in accordance with established procedures
  • Perform a variety of moderately complex clerical task
  • Perform analytics on ticketing, review customer satisfaction results and processes for continuous improvement.
  • Act as Back-Up for Supervisor when applicable
  • Act as training liaison for the department to identify training and development opportunities; coordinate ongoing training
  • Support Solutions Model
  • Lead meetings with team as needed
  • Handle On-boarding system access requests for new employees
  • Assist with the management of escalating and coordinating speak ups and ensuring response time is within SLA
  • Conduct call/email monitoring for quality purposes
  • Responsible for understanding the Excellence Program and how it relates to the organization.

Job Qualifications and Competencies

  • College Diploma or 2-3 years' experience in Contact Center environment
  • Excellent skills is MS Office.
  • Strong Leadership skills.
  • SAP, Jira knowledge an asset.
  • Ability to work with little supervision.
  • Strong verbal and written communication skills.
  • Fluently bilingual is required (English and French)

 

How to Apply