Our client is seeking an experienced Customer Experience Manager to join their team in Edmonton, Alberta. This role supports the day-to-day leadership and improvement of customer service operations during a period of organizational change. The ideal candidate is a hands-on contact centre leader with strong customer resolution, coaching, reporting, and process improvement experience, combined with a collaborative and service-focused approach.

Responsibilities:

• Lead daily customer service operations and ensure high-quality support.
• Monitor service levels, call activity, and reporting to improve performance.
• Partner with leadership to support operational goals and service improvements.
• Support workforce transitions, onboarding, and team realignment activities.
• Coach staff on customer service, communication, and complaint resolution.
• Use CRM systems and Avaya CMS reporting to track trends and recommend process improvements.
• Support training initiatives to strengthen service consistency and accountability.
• Promote collaboration and a customer-focused team culture.

• 5+ years of leadership experience in customer service, contact centre, and service delivery environments.
• Skilled in managing call centre operations, reporting, service metrics, and performance.
• Experienced in resolving escalated customer issues with professionalism and balance.
• Proven ability to coach teams, support leaders, and improve service performance.
• Proficient with CRM platforms and contact centre reporting tools, including Avaya CMS.
• Service-focused leader with strong organizational, communication, and stakeholder management skills.

How to Apply:

To be considered for this contract role, click the “Apply Now!” link or by using the Robert Half mobile app. Download it on the App Store or get it on Google Play today!

Reference Number: 05110-0013434704

Robert Half would like to thank all applicants for their expressed interest however, only those candidates identified for interview will be contacted.

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