Customer Service Leader, Contact Centre (Program Admin Officer 3)

Nova Scotia; Halifax; On-site; CAD 80,000 - 100,000; Full time

Job summary

The Government of Nova Scotia seeks a Customer Service Leader for its Halifax Contact Centre. This permanent full-time position involves supervising customer service representatives and ensuring high-quality service delivery. Ideal candidates will possess a Bachelor's degree and five years of relevant experience. Strong leadership, communication, and client service skills are essential, along with proficiency in MS Office applications. The role offers competitive compensation and a comprehensive benefits package.

Benefits

Defined Benefit Pension Plan

Health, Dental, Life Insurance

Vacation and Employee Assistance Programs

Qualifications

• Five years related experience in a service delivery environment.
• Experience in employee development plans.
• Knowledge of programs and services provided by the government.

Responsibilities

• Provide supervision and leadership to service delivery employees.
• Ensure quality customer service through development of teams.
• Oversee recruitment, performance management, and staffing levels.

Skills

Strong client service orientation

Effective communication skills

Analytical thinking skills

Leadership ability

Education

Bachelor's degree

Tools

MS Word

PowerPoint

Excel

Outlook

SharePoint

Job description

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Competition # : 46608

Department:Service Nova Scotia

Location:HALIFAX

Type of Employment:Permanent

Union Status: NSGEU - NSPG

Closing Date:04-Aug-25 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

At Service Nova Scotia, we impact every citizen, business and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Service Nova Scotia's vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

About Our Opportunity

As Customer Service Leader, Contact Centre (Program Admin Officer 3), you will provide supervision and leadership to service delivery employees in a frontline environment. You will provide leadership and supervision to Customer Service Representatives, Senior Customer Service Representatives and other support staff. You will also ensure the delivery of quality customer service through the development of customer service-oriented teams.

Other responsibilities include recruitment and selection of staff, performance planning/management, forecasting staffing levels and scheduling staff. In this position, you play a key role in the administration of program and human resource policies. You will also step in on an acting basis when a Manager is absent (as required).

Qualifications and Experience

To be considered for this opportunity, you have a bachelor's degree plus five (5) years related experience (such as service delivery environment, including directly supervising team members), or an equivalent combination of training and experience.

You also have:

• experience developing and implementing employee development plans.
• superior observation and communication skills to provide daily feedback to team members in a constructive, accurate, and meaningful way
• knowledge of program development and implementation methodology.
• knowledge of programs and services provided by the government.
• strong client service orientation with effective communication skills to work with team members, clients, and internal/external agencies and government departments.
• strong organizational commitment, analytical thinking skills and leadership ability.

In addition,

• You have demonstrated proficiency in MSWord, PowerPoint, Excel, Outlook and web-based sharing software such as SharePoint.
• The ability to speak French or other languages, having past mental health training, implementing performance and absence management programs, as well as experience working with programs are assets.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Equivalency

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan , Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees .

Additional Information

This is a permanent, full-time position based in Halifax.

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our Employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths

Pay Grade: PR 13

Salary Range: $2,556.10- $3,107.16Bi-Weekly

Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Womenin occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

Accommodation Statement:

We are committed to providing an inclusive and accessible recruitment process. Candidates may request accommodations based on any grounds protected by the Human Rights Act.If you require an accommodation throughout the recruitment process, please contact us at [e-mail].

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates.PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concernsmay be directed [e-mail].