Customer Care Mentor

5 days ago


Moncton, New Brunswick, Canada Atlantic Lottery Full time

**Job Overview:**

Atlantic Lottery is seeking a highly skilled and experienced Team Leader to join our Customer Care team. In this role, you will be responsible for mentoring and coaching a team of customer service representatives to deliver exceptional service to our customers.

Key Responsibilities:

  • Provide quality monitoring and evaluation of contact handling performance trends.
  • Deliver regular coaching and developmental training sessions to CSRs.
  • Maintain and ensure adherence to procedural documentation.
  • Act as a Subject Matter Expert (SME) for projects and provide technical guidance and support for complex issues.
  • Participate in on-call rotation as required.

Requirements:

  • Diploma and/or degree in Business or relevant experience.
  • 5 to 7 years of experience within a contact centre.
  • Ability to provide specific, tailored feedback to inspire and guide CSRs.
  • Tactful handling of sensitive situations and ensuring confidentiality.
  • Strong multi-tasking, problem-solving, and prioritization skills.

Benefits:

  • Extended health coverage that includes medical, dental, and vision.
  • Basic life insurance and disability.
  • Defined Benefit Pension Plan.
  • Three weeks of vacation annually (pro-rated) and 13 paid statutory holidays.
  • Wealth wellness programs focused on physical and nutritional health (and more).


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