311 & Customer Access Team Leader

As the central point of contact for the City of Edmonton, our 311 & Customer Access team plays a vital role in connecting residents and employees with the services they need. As a Team Lead, you'll be instrumental in supporting and guiding a high-performing team of up to 20 frontline service agents. You'll directly contribute to service excellence through ongoing coaching, analyzing performance to drive operational improvements, and actively supporting team well-being. If you're a dedicated leader passionate about empowering team members within a fast paced call centre environment, we want to hear from you.

What will you do?

• Conduct in depth analysis of performance gaps and implement actions plans and strategies to assist frontline agents to reach their full potential
• Analyze, communicate and review performance objectives to ensure expectations are clearly understood and achieved
• Coach, motivate and influence employees to improve and maintain high levels of performance
• Write and deliver performance appraisals
• Conduct regular communication sessions to ensure staff are kept informed of changes or events that affect their work
• Evaluate service interactions and participate in calibration sessions
• Ensure staff are fully aware, educated and comply with all corporate policies and procedures
• Act as a resource to support service level management which includes the approval of schedule changes, real time monitoring and adjusting staff assignments as required to maximize call centre efficiencies
• Take inbound calls to ensure knowledge retention and assist with attaining service level objectives
• Act as a level of escalation and resolve service issues ensuring all customer service standards are maintained
• Promote a safe work environment and investigate and address incidents
• Support recruitment initiatives, including hiring processes and onboarding activities
• Review, verify and approve payroll records
• Perform administrative and other related duties

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• Successful completion of Grade 12 supplemented by two business related courses focusing on leadership, coaching, development of staff and/or leading people for results
• Minimum of 5 years business experience which includes a minimum of 3 years experience in a formal leadership role, successfully leading a group of top performing Call Centre Agents in a medium sized call centre (100+ agents)

Assets:

• Post secondary education is an asset
• Recent/current experience at the City of Edmonton 311 Call Centre is an asset

Skills required for success:

• Demonstrated competency in coaching, training, developing staff and appraising performance through reviews, within a customer-focused environment in order to achieve peak performance
• Demonstrated success in building relationships at multiple organizational levels
• Proven ability to be a team player and foster a positive and productive work environment with the ability to motivate and influence others
• Ability to recognize and successfully manage conflict resolution
• Demonstrated ability to apply key call centre metrics to manage the business and individual performance by guiding and influencing excellent customer service
• Ability to analyse data and organize it into a presentable format for sharing with others
• Ability to work effectively within Cisco QM and Cisco ACD software
• Proven ability to work under pressure in a fast-paced, changing environment and prioritize tasks effectively based on business requirements allowing tasks to be completed in a timely and accurate manner
• Excellent communication (verbal and written), interpersonal, time management, team and organizational skills required
• Proven reliability with a consistent record of attendance at work
• Ability to be proactive and innovative

Work Environment:

• Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
• Alignment to our Cultural Commitments and Leadership Competencies (https\://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion
• Applicants may be tested

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected]. Learn more about our benefits https\://bit.ly/COEbenefits.

Up to 1 temporary full-time position for up to 11 months and possibility of extension for another 7 months as per Article 18.02

Hours of Work\: 40 hours per week

Salary Range: $31.256 - $39.160 (Hourly); $65,262.530 - $81,766.080 (Annually)

Recruitment Consultant: KE/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.