Team Lead - Contact Centre
Team Lead - Contact Centre
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Job Description
Job Information
Job Title:Team Lead - Contact Centre
Job Requisition ID:74903
Ministry:Justice
Location:Edmonton
Full or Part-Time:Full Time
Hours of Work:36.25hours per week
Permanent/Temporary: Permanent
Scope:Open Competition
Closing Date: September 3 2025
Classification: Administration 1
Salary: $2119.66 to $2757.39 bi-weekly ($55323 - $71967/year)
The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity inclusion and innovation are valued and supported. For more information on diversity and inclusion please visit: Court and Justice Services (CJS) Division provides a wide range of resolution and court services for people involved in legal collaboration with the courts of Alberta Court and Justice Services provides various programs and services including educating and helping Albertans finding solutions for legal issues navigating the court system offering programs at no cost or a nominal charge and administrative support to all courts in Alberta.
To learn more about Court and Justice Services please follow the link at Responsibilities
Are you a client-focused professional with strong interpersonal and communication skills Are you eager to grow your supervisory capabilities by coaching and motivating a dynamic team If so the Court and Justice Services (CJS) has an exciting opportunity for you!
Reporting to the Manager of Information Services the Team Lead Contact Centre is responsible for the effective and efficient daily operations of the CJS Contact Centre. This role provides leadership support direction and consultation to Contact Centre Advisors who deliver critical frontline information and referral services to Albertans on a day-to-day basis through multiple service delivery channels.
Your role will involve but is not limited to:
- Supervision Coordinate and supervise staff to foster the development and retention of a skilled client-focused team. Promote a productive values-based work culture by cultivating an environment that encourages teamwork learning and excellence.
- Leadership As a member of the Information Services team contribute to the development and implementation of regional operational plans goals and strategies. Play a key role in building effective highly motivated teams.
- Administration Oversee work processes to effectively administer and provide consistent delivery of services adherence to unit operational plans as well as service excellence guidelines and principles. Consult and coordinate with internal and external stakeholders to ensure effective and responsible delivery of client services.
To succeed in this role you will bring:
- Strong communication skills and the ability to build relationships with stakeholders staff Albertans and collaborators.
- Excellent organizational skills to manage a high volume of complex work with attention to detail.
- Proven problem-solving research analytical and decision-making abilities.
Please click on this link to view the job description for this position.
APS Competencies
Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.
This link will assist you with understanding competencies: successful candidate will demonstrate the following competencies:
- AGILITY: You are able to anticipate assess and readily adapt to changing priorities maintain resilience in times of uncertainty and effectively work in a changing environment.
- SYSTEMS THINKING: You consistently take a holistic and long-term view of challenges and opportunities at multiple levels across related areas.
- DEVELOP NETWORKS: You proactively build networks connecting and building trust in relationships with different stakeholders.
- BUILD COLLABORATIVE ENVIRONMENTS: You lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
- CREATIVE PROBLEM SOLVING: You are able to assess options and implications in new ways to achieve outcomes and solution.
- DRIVE FOR RESULTS: You are able to determine what outcomes are important and maximize the use of resources to achieve results that are aligned with the goals of the organization while maintaining accountability to each other and all stakeholders.
- DEVELOP SELF AND OTHERS: You have a commitment to ongoing learning and desire to invest in the development of the long-term capability of not only yourself but others as well.
Qualifications
Required: One-year certificate in a related field (e.g. Justice/Legal Studies Legal Assistant Paralegal etc.) plus two years related experience in a contact centre customer service or legal environment; or equivalent as described below.
Equivalency: Directly related experience or education will be considered on the basis of:
- One year of experience for one year of education OR
- One year of education for one year of experience.
Assets
Preference will be given to candidates with:
- Supervisory or leadership experience and/or training including acting roles or instances where you coached or mentored team members (please ensure these are clearly outlined in your resume).
- Education and/or experience in the legal field such as working in a law firm and/or courthouse.
- Experience working with Customer Relationship Management (CRM) applications.
- Experience working with legal-related software such as CASES (used by courts for civil cases) and JOIN (Justice Online Information Network).
- Experience with Microsoft Office applications including Word Excel SharePoint.
All applicants are required to submit a cover letter (approximately 300 400 words). In your letter please describe how your qualifications experience and skills would be suitable for this position. It will be as a screening tool to assess writing and proofreading abilities. Applications without a cover letter will not be considered.
Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.
Refer to
Position Information:
- Available Position: One permanent full-time position
- Location: John E. Brownlee Building Edmonton
- Hours of Work: Monday to Friday 8:15 AM 4:30 PM (36.25 hours per week)
Final candidates will be required to undergo a security screening.
Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.
Links and information on what the GoA have to offer to prospective employees:
- Working for the Alberta Public Service - Service Pension Plan (PSPP) - .
- Alberta Public Service Benefit Information - learning and development - Alberta Public Service Careers tool - .
- Positive workplace culture and work-life balance.
- Leadership and mentorship programs.
How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements including education experience and relevant examples of required competencies.
Instructions for your Resume:
For Employment Experience:
- Please indicate duration of employment (month year)
- Please specify employment status (i.e. casual part-time or full-time)
- Ex: Call Centre Agent Jan 2006 - June 2009 Part-time (three 8-hour shifts/week)
For any Post-Secondary Education:
- Please specify your major and length of program
- Please specify the year you graduated.
- Ex: Bachelor of Legal Studies 4-year Degree (Graduated 2017)
Candidates are required to apply for a job online. Please visit for more information. Please visit Recruitment Principles for more information.
It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)( or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information ( is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.
Closing Statement
This competition may be used to fill future vacancies across the Government of Alberta at the same or lower classification level.
We thank all applicants for their interest. All applications will be reviewed to determine which candidates qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.
If you require any further information on this job posting or require an accommodation during the recruitment process please contact Krista Lammie at .
Employment Type
Full-Time
