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Program Admin Officer 3 (Customer Service Leader)



Competition # : 35413 

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG 

Closing Date: 5/24/2022​ (Applications are accepted until 11:59 PM Atlantic Time)

About Us


At Service Nova Scotia and Internal Services, we impact every citizen, business and municipality in Nova Scotia. We conduct over five million client interactions each year through the various programs and services we deliver on behalf of government and constantly strive towards making our programs and services more responsive to the needs and expectations of Nova Scotians.  


The Service Nova Scotia and Internal Services Contact Centre is the face of Government and as such is responsible for providing multi-channel client-centric contacts for a broad range of government services on behalf of multiple stakeholders (provincial departments, agencies and municipalities) and has responsibility to contribute to our mandate of “making it easier for citizens and business to connect with government”.


Are you a collaborative team player capable of building strong relationships?  Do you thrive in a fast-paced environment? Are you interested in being part of a team that makes a difference for Nova Scotians? If so, we hope to hear from you.

About Our Opportunity


As the Customer Service Leader (CSL), you will provide leadership and direction to a team of front-line customer service and senior customer service representatives. You are a mentor who supports the development of a high-performance customer service team focused on delivering an exceptional customer experience.


As the Customer Service Leader, you will report to the Manager, Contact Centre.

Primary Accountabilities


  • As a Customer Service Leader you provide supervision, leadership, to Customer Service Representatives and Senior Customer Service Representatives in a Contact Centre environment.
  • You are responsible for monitoring and delivering the annual performance planning and management; making adjustments to daily staffing levels and ensuring delivery of service objectives.
  • You play a pivotal role in the recruitment and selection process ensuring onboarding, training, development and evaluation of new hires.
  • You address operational and interpersonal matters requiring a high degree of confidentiality, professional demeanor, patience, and flexibility in conjunction with the Contact Centre Manager and HR Business Partner.
  • You collaborate with the Contact Centre Manager and peers to make ongoing adjustments and changes within the contact centre technology based on staffing availability and skills.

Qualifications and Experience


This may be the right opportunity for you if you have a Bachelor’s degree along with 5 years of related supervisory experience; or an equivalent combination of training and experience.


As the ideal candidate you have previous experience in a supervisory role where you have coached employees and performance managed teams.


Other required skills include:

Excellent leadership, interpersonal, and team-building skills;
Excellent verbal and written communication skills;
Strong analytical and organizational skills;
Proficient in using the Microsoft Office Suite of products;
Ability to multi-task in a fast-paced environment;


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.


The following will be viewed as assets:

Clear demonstration of previous management experience in a Contact Centre environment.

Bilingualism in English and French.


You demonstrate a strong customer service orientation and the ability to motivate others to achieve predetermined service objectives and goals.



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 Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offerings and eligibility criteria.

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 for Nova Scotians. 
  • Department Specific Flexible working schedules.


Pay Grade:  PR 13  

Salary Range:  $2,396.86 - $2,913.59 Bi-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 Women in 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.


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 concerns may be directed to