Join Manulife as a Manager in the Retirement Contact Centre located in Halifax, Nova Scotia. This hybrid position involves leading a team to excel in customer service and operational performance.
As the Manager, you will mentor 17-20 Customer Service Professionals, focusing on superior customer experience and efficiency. Your responsibilities will include scheduling, coaching, and analyzing performance metrics to foster continuous improvement in service delivery. This role is vital in maintaining operational standards and enhancing team engagement.
Key Responsibilities:
• Support a team focused on customer experience and productivity
• Conduct performance analysis and implement improvements
• Oversee team meetings and coaching activities
• Manage customer escalations and service recovery
• Coordinate reporting and insights for the leadership team
Requirements:
• 3–5 years of experience in customer service leadership
• Solid knowledge of contact centre operations
• Bilingualism in English and French is advantageous
• Proficient in Microsoft Office Suite
• Strong analytical and decision-making skills
Shape the future of customer service at Manulife in Halifax.
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