Job Description

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 improvemen...
            

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