Team Leader, Investigations // Chef d’équipe – Enquêtes

Commission for Complaints for Telecom-television Services (CCTS-CPRST); Ottawa; On-site; CAD 80,000 - 87,000; Full time

Job summary

Join a leading organization as a Team Leader for Investigations, where you will lead a dedicated team focused on resolving complaints and providing excellent customer service. Your role will emphasize leadership, performance monitoring, and fostering a strong workplace culture in the telecommunications sector. Enjoy a competitive salary and excellent benefits while making a meaningful impact within a supportive and inclusive team.

Benefits

Excellent benefits

Qualifications

• Minimum 4 years of supervisory or management experience.
• At least 3 years' experience in handling complaints or dispute resolution.
• Fluency in English and French with strong written and oral communication skills.

Responsibilities

• Lead and support a team of Complaints Resolution Officers.
• Monitor team performance and conduct annual evaluations.
• Handle customer escalations and maintain operational efficiency.

Skills

Communication Skills

Team Leadership

Conflict Resolution

Customer Service Focus

Education

Post-secondary education in business management or conflict resolution

Tools

MS365 products – Teams, Outlook, Word, Excel

Job description

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Join to apply for the Team Leader, Investigations // Chef d’équipe – Enquêtes role at Commission for Complaints for Telecom-television Services (CCTS-CPRST)

Commission for Complaints for Telecom-television Services (CCTS-CPRST) provided pay range

This range is provided by Commission for Complaints for Telecom-television Services (CCTS-CPRST). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$80,000.00/yr - CA$87,000.00/yr

Join Our Team as a Team Leader, Investigations!

Job Type: Permanent, Full-Time

Expected Compensation: $80,000 to $87,000 per year (depending on skills and experience) + Excellent Benefits

Role: Existing Position / Current Vacancy

Your Role:

As the Team Leader, Investigations, you are integral to the culture and smooth functioning of one of our Investigations department. You are responsible for the hands-on leadership and support of a team of Complaints Resolution Officers (CRO) and Investigators.

Your Responsibilities:

• Answer all employee questions related to CRO job duties and Investigations processes, including providing assistance with complaint or industry code analysis as required [ML1]
• Monitor and report regularly on team performance
• Support the team by providing guidance, and effective feedback and coaching based on information collected through quality audits and observation, conduct regular performance check ins and annual performance evaluations, and address performance issues as per internal processes
• Review, approve and sign-off on CRO Investigation Finding Reports (IFR) as needed
• Respond to and track customer escalations
• Monitor and track attendance, approve time off requests in the HRIS and report unpaid absences for payroll purposes
• Lead team meetings and calibration sessions
• Identify themes and trends arising from complaints and escalate as needed
• Assist the Manager, Investigations with various tasks, and support other special projects, as may be required from time to time.

Must-Have Magic:

• You have a post-secondary education in a related field, such as business management or conflict resolution
• You have supervisory or management experience, at least 4 years’ worth, or a combination of education and experience
• You have a minimum of 3 years' experience handling complaints, or dispute resolution
• You have very strong communications skills, both verbal and written
• You have proven experience with building a strong work culture, keeping your team informed and motivated
• You have good knowledge and experience of MS365 products – Teams, Outlook, Word, Excel etc.
• You have previous experience working in telecommunications or television (that would be a great asset)
• You have a strong focus on providing excellent and timely customer service
• You are fluent in English and French, with excellent written and oral communications skills, and the ability to convey complex information clearly, and in a diplomatic and unbiased manner.

How to Apply:

Are you ready to embark on an exciting journey?

Be sure to polish your résumé and write a compelling cover letter to take advantage of this opportunity! Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

Accommodation:

At CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing [e-mail] when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity Equity and Inclusion:

At CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management

• Industries

  Telecommunications and Non-profit Organizations

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