311 & Customer Access Team Leader

City Of Edmonton; Edmonton; Hybrid; CAD 61,000 - 78,000; Full time

Job summary

Join a forward-thinking organization as a Team Lead in a dynamic contact center environment. You'll play a crucial role in empowering a motivated team of agents, driving performance excellence through coaching and continuous improvement. This position offers the chance to influence service delivery and enhance customer satisfaction while fostering a positive work culture. With opportunities for hybrid work arrangements and a commitment to diversity and inclusion, this role is perfect for those passionate about leadership and community service. Take the next step in your career with this exciting opportunity!

Benefits

Flexible Work Arrangements

Professional Development Opportunities

Health Benefits

Pension Plan

Employee Assistance Program

Qualifications

• 5+ years business experience with 3 years in a formal leadership role.
• Successful completion of Grade 12 with two business courses.

Responsibilities

• Manage performance and coach agents for service excellence.
• Analyze and communicate performance objectives clearly.

Skills

Coaching

Performance Management

Conflict Resolution

Data Analysis

Communication Skills

Team Leadership

Customer Service

Time Management

Education

Grade 12

Business Related Courses

Post Secondary Education

Tools

Cisco QM

Cisco ACD

Job description

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, you'll be instrumental in fostering a high-performing and motivated group of up to 20 Clerk III agents. You'll directly impact service excellence by coaching their development, driving continuous improvement through performance analysis, and championing their well-being. If you're 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 self-serve 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

Qualifications

• 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
• 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 (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 [e-mail]. Learn more about our benefits https://bit.ly/COEbenefits.

Up to 1 permanent full-time position

Hours of Work: 40 hours per week

Salary Range: $29.534 - $37.001 (Hourly); $61,666.990 - $77,258.090 (Annually)

Talent Acquisition Consultant: RD/SB

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

Classification Title: Team Lead CallCnt/PubSrv-8hrs
Posting Date: Apr 30, 2025
Closing Date: May 14, 2025 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: Financial and Corporate Services
Work Location(s): 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4