Team Lead
Team Lead
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Job Description
The City of Edmonton is looking for a dynamic and experienced leader to fill the role of 311 Team Lead within the Financial & Corporate Services Department. As a 311 Team Lead you will be responsible for coaching and developing a team of up to 20 service agents ensuring consistent service excellence and driving continuous improvement within the 311 contact center.
The Team Lead plays a crucial role in supporting and empowering the 311 & Customer Access Agent team the central hub for citizen interaction with the City of Edmonton. This position demands a broad understanding of all City business areas to effectively guide and mentor agents in delivering exceptional customer service. The successful candidate will have a strong leadership background excellent communication skills and a passion for fostering a positive and productive work environment. If you are a resultsoriented individual with a proven track record of success in leading inspiring and motivating teams we encourage you to apply.
What will you do
- Lead coach and motivate a team of up to 20 agents to achieve performance objectives and deliver outstanding customer service
- Analyze performance gaps and implement action plans to help agents reach their full potential
- Conduct regular communication sessions to keep staff informed of changes or events that affect their work
- Train and coach agents on various aspects of their role including selfserve options corporate policies and procedures
- Monitor and evaluate the quality of customer service provided by agents through various channels
- Manage attendance provide positive reinforcement and make recommendations for employee advancement
- Act as a resource for operational support including approving schedule changes monitoring realtime events and adjusting staff assignments
- Handle escalated customer issues and ensure service delivery standards are maintained
- Participate in and contribute to section communications including developing presentations and writing communications
- Perform administrative functions such as completing offboarding activities authorizing payroll and conducting user testing for new systems
- Support and lead as ambassadors of the cultural commitments and maintain a safe workplace for all employees
- Participate in portfolio assignments such as Site Coordinator Knowledge Management Continuous Improvement Service Level New Arrivals Emails and 311 App Quality Spirit and Recognition Systems and Reporting and Support Desk
- Other duties as assigned
- Successful completion of Grade 12 supplemented by two businessrelated courses focusing on leadership coaching and staff development
- Minimum of 5 years of business experience including at least 3 years in a formal leadership role within a mediumsized call center 100 agents)
- Experience in a customerfocused environment with a proven ability to coach train develop and appraise staff performance
Assets:
- Postsecondary education in a related field
- Recent/current experience at the City of Edmonton 311 Call Centre
Skills required for success:
- Strong leadership skills with the ability to motivate inspire and guide a team to achieve high levels of performance
- Excellent communication and interpersonal skills both written and verbal to effectively interact with staff management and the public
- Proven ability to coach mentor and develop employees to reach their full potential
- Ability to analyze data identify trends and make recommendations for improvement
- Proficiency in using call center software applications such as Cisco QM and Cisco ACD
- Ability to work effectively under pressure prioritize tasks and meet deadlines in a fastpaced environment
- Demonstrated ability to build and maintain positive working relationships with internal and external stakeholders
- Knowledge of the City of Edmontons business areas policies and procedures
- Alignment to our Cultural Commitments and Leadership Competencies a culture of equity diversity reconciliation and inclusion
Conditions of Employment:
- Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
- Applicants may be tested
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.
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 . Learn more about our benefits to 2 temporary fulltime positions for up to 11 months
Hours of Work: 40 shift rotation as business hours are 7am to 7pm 6 days a week)
Salary Range: $29.534 $37.001 (Hourly)
Talent Acquisition Consultant: RD/MZ
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Employment Type
Full Time
