311 Customer Access Team Leader
311 Customer Access Team Leader
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Job Description
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As the central point of contact for the City of Edmonton our 311 team plays a vital role in connecting citizens with the services they need. As a Team Lead youll be instrumental in fostering a highperforming and motivated group of up to 20 Clerk III agents. Youll directly impact service excellence by coaching their development driving continuous improvement through performance analysis and championing their wellbeing. If youre a natural leader passionate about empowering others in a dynamic contact center environment we want to hear from you.
What will you do
- Performance management: complete in depth analysis of agents performance gaps and implement actions plans and strategies to assist 311 agents to reach their full potential
- Analyze communicate and review individual performance objectives to ensure expectations are clearly understood and achieved both verbally and in writing
- Coach and deliver feedback from departments to minimize errors and improve internal service delivery
- Responsible for writing and delivering performance appraisals for all direct reports
- Responsible for delivering regular communication sessions through a variety of tools and methods to ensure staff are kept informed of changes or events that affect their work
- Motivate and influence employees to improve and maintain high levels of performance by continually interacting with the agents
- Plan and facilitate regular communication sessions through team meetings team huddles or one on one to ensure all staff are kept informed of changes or events that affect their work
- Train and coach agents how to sell and promote selfserve options to citizens (IE City of Edmonton website apps.
- Ensure staff are fully aware educated and complying 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 center efficiencies
- Take inbound calls to ensure knowledge retention and assist with attaining service level objectives
- Lead portfolio assignments which are responsibilities that are held in addition to primary roles on a rotational basis
- Other related duties
- 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 customerfocused 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 fastpaced 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
- Team Leads will participate in training opportunities that enhance their career paths such as leading an expression of interest opportunity (portfolio) as laid out in the position description
- 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 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 . Learn more about our benefits to 1 permanent fulltime position
Hours of Work: 40 hours per week
Salary Range: $29.534 $37.001 (Hourly); $61666.990 $77258.090 (Annually)
Talent Acquisition Consultant: RD/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
Employment Type
Full Time
