Customer Experience Team Lead

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    Customer Experience Team Lead

    Manpower Halifax (HRM), Nova Scotia

    Sales, purchasing and customer service
    Reference : 28294_166522
    Posted 23 day(s) ago | Still Open
    Permanent As soon as possible


    Position Description:
    This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day as well as the day to day training responsibilities. The primary functions of this role are supervising overall call traffic, processing incoming calls, resolving escalated calls, dispatching supervisory calls, assisting Customer Experience Experts with any client related questions and ensuring the Experts' adherance to schedules, policies and procedures.
    Key Job Activities:
    Serves as traffic, floor and general supervisor; directs phone flow and takes staff questions to help with call management.
    Performs Cues and Searches (Message and Temp/Special), as needed.
    Provides customer service and delegates work as needed.
    Monitors Experts for quality and training purposes during down times.
    Reviews new and updated accounts with Experts (one-on-one).
    Makes minor changes to Ultracom and on-call schedules as needed.
    Remains alert to conversations on the floor.
    Handles system emergencies with direction from IT department and/or appropriate vendor.
    Ensures compliance with company policies and procedures.
    Assists with Expert task assignments in the Supervisor's absence.
    Monitors call traffic and makes adjustments based on call center traffic patterns.
    Performs training for all call center staff (new hire, skill level, new business etc.)
    Ensure staff has been updated on changes to existing business.
    Utilize error data to support training efforts as well as maintain accurate training records.
    Facilitate remote staff update meetings as needed.
    Performs other related duties and special projects as requested.

    Position Requirements:
    Education equivalent to a High School diploma/GED or the equivalent in related work experience.
    Two years prior call center experience preferred.
    Demonstrates experience handling complex (Level 4) customer calls.
    Intermediate knowledge of the Infinity system and the associated call center systems.
    Proficient in the English language. Bilingual (Spanish) a plus.
    Demonstrates a good working knowledge of Microsoft Office applications.
    Must have the ability to work a flexible work schedule (including nights, weekends and holidays).

    Stericycle is an Equal Opportunity Affirmative Action employer. It is the policy of Stericycle to hire the best qualified individual available, without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, uniform service, indigenous or veteran status or any other characteristic protected by state/province or local law in any aspect of employment. Stericycle will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. This application is considered current for ninety (90) days only. At the end of this period, if you are still interested in employment, it will be necessary for you to reapply by completing a new application.



    Manpower has been dedicated to enriching people's lives with meaningful employment and development opportunities for over 65 years and each year we employ over 3.5 million people in over 80 countries and territories. Over 40% of our talented...

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