As the central point of contact for the City of Edmonton, our 311 team plays a vital role in connecting residents 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
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 employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits.
Up to 1 temporary full-time position for up to 11 months and up to 1 temporary full-time position for up to 18 months per Article 18.02
Hours of Work: 40 hours per week
Salary Range: $30.346 - $38.019 (Hourly); $63,362.450 - $79,383.670 (Annually)
Talent Acquisition Consultant: RD/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
