Administrator

Brampton, ON

The CSSC Operations Administrator supports the essential operational outcomes of the Salesforce C360 Contact Centre platform. Reporting into the CSSC Operations Specialist, this role will be the subject matter expert for the day-to-day functionality and compliance controls as they relate to C360 Contact Centre while supporting projects and initiatives pertaining to the Customer Sales Solutions Centre


This role is based at the Brampton office (in the CSSC) 


Responsibilities

  • Technical Support – Monitor C360 for optimal operation. Track and manage technical issues as they relate to C360 including working with the CONA IT team to ensure tickets are being tracked and resolved. Provide support and/or coaching for C360 Contact Centre to CSSC Management, Agents, and Sales teams
  • Testing of new C360 functionalities - Supporting and participate in UAT. Organize agents, scripts, tracker, create defects and organize re-testing
  • Creation of training material for new enhancements – Capturing screen shots/process flow for Training and/or Newsflash Internal communication
  • C360 Alert Maintenance – Maintaining Account Marketing Attributes updates 
  • Holiday Management – Preparation of C360 Holiday Handling and Roost Holiday Alternates 
  • Adhoc project support – as needed
  • CSSC Inbound/Outbound Queue coverage and/or support – as needed 


Qualifications

  • Excellent verbal communication skills 
  • Strong coaching and influencing skills
  • Self-starter 
  • Excellent analytical skills
  • Strong attention to detail, and good follow-through
  • In-depth understanding of Salesforce C360 administration is considered an asset


Important

All offers of employment at Coca-Cola Canada Bottling Limited (“Coke Canada”) are conditional upon a successful background clearance obtained through our contracted third-party vendor. The standard clearance requirements depend on the position and may include some or all of the following: criminal clearance, employment verification, education verification and driver’s abstract review. Please advise the Talent Acquisition team if you have any questions or concerns in regard to this once you are contacted for further consideration.


Coke Canada is committed to creating a diverse and inclusive workforce with several programs, policies, and resources in place to support our people.


For individuals with disabilities, should you require accommodations or support throughout the recruitment process please contact our Talent Acquisition Services team by calling 1-844-383-2653 or email HR@cokecanada.com.

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