Team Lead Member Experience - HEB Manitoba

About the Role

The Role 

The Team Lead will oversee daily operations, monitor real-time performance, and act as a first point of contact for escalated customer issues. Key responsibilities include coaching agents, implementing strategies to improve customer satisfaction, and ensuring compliance with company policies. 

As a Team Lead - Member Experience, you will: 

• Coordinate the daily activities of the Member Experience Representative’s, providing guidance and support. 

• Track and analyze real-time metrics such as call volume, call waiting times, and call abandonment rates. 

• Ensure Member Experience Representative’s provide high-quality service and adhere to company standards. 

• Provide feedback and coaching to improve performance and skills. 

• Collaborate with the Member Experience Supervisor to address and resolve complex or escalated customer issues. 

• Facilitate communication between Member Experience Representative’s and management and implement strategies to improve member satisfaction. 

• Identify and resolve day-to-day operational issues and challenges within the call centre. 

• Ensure adequate coverage to meet call volume demands. 

• Ensure Member Experience Representative’s comply with policies and procedures.

This is a fully in-office position, with regular Monday to Friday daytime hours. Please submit your resume and cover letter by Friday, August 1, 2025 at 4:00PM to hr@hebmanitoba.ca We thank all applicants for their interest; however, only those being considered will be contacted.

https://hebmanitoba.ca/careers