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Lead Agent, Customer Service

November 8 2019
Industries Public administration , Goods transportation, Warehousing
Categories Customer Service, Call Centres, Customer service, Call Center manager
Winnipeg, MB

Two permanent, full-time positions – Winnipeg, MB

Are you bilingual and adept at customer engagement? Do you enjoy analyzing and resolving issues to ensure exceptional service? If such is the case, Canada Post is the place for you.

As a Lead Agent, Customer Service, you'll provide a high degree of specialized service to Canada Post Call Centre agents and customers regarding issues and complaints that may reach the President or the Ombudsman, by acting as the first level of contact in the escalation process. Your communication and analytical skills will enable you to document cases, maintain accurate records and up-to-date information, compile statistics, prepare and distribute daily, weekly and monthly reports, and ensure data accuracy and integrity. We will also count on you to supervise and schedule shifts and ensure proper staffing of all positions to meet operational requirements.


You bring a successful track record to the role of Lead Agent, Customer Service:

  • A secondary school diploma according to provincial standards, or equivalent (GED).
  • Completion of post-secondary (college/university) course(s) in a related field.
  • 2 to 5 years of related work experience.
  • Strong written and oral communication skills.
  • Customer engagement skills.
  • Skill in problem analysis and the resolution of customer issues.
  • Sufficient knowledge of Canada Post products, policies and procedures to provide specialized service to Call Centre agents and customers.
  • Knowledge of MAX, the system that provides statistical information on agent performance and Call Centre service.
  • Bilingualism (French - English).


To apply for either of these two permanent, full-time positions (Job ID 21984) via the Canada Post Careers website, please click on the following URL:

Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.

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