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City of Edmonton

311 & Customer Access Team Leader

  • AB, Canada
  • Edmonton, AB, Canada

Salary Range: $31.256 - $39.160 (Hourly); $65,262.530 - $81,766.080 (Annually) · Full-time

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Job details

Pay
Salary Range: $31.256 - $39.160 (Hourly); $65,262.530 - $81,766.080 (Annually)
Job type
Full-time
Apply by
Working hours
40 hours per week
Posting language
English
Posted

Original job description

As the central point of contact for the City of Edmonton, our 311 & Customer Access team plays a vital role in connecting residents and employees with the services they need. As a Team Lead, you'll be instrumental in supporting and guiding a high-performing team of up to 20 frontline service agents. You'll directly contribute to service excellence through ongoing coaching, analyzing performance to drive operational improvements, and actively supporting team well-being. If you're a dedicated leader passionate about empowering team members within a fast paced call centre environment, we want to hear from you.

What will you do?

  • Conduct in depth analysis of performance gaps and implement actions plans and strategies to assist frontline agents to reach their full potential
  • Analyze, communicate and review performance objectives to ensure expectations are clearly understood and achieved
  • Coach, motivate and influence employees to improve and maintain high levels of performance
  • Write and deliver performance appraisals
  • Conduct regular communication sessions to ensure staff are kept informed of changes or events that affect their work
  • Evaluate service interactions and participate in calibration sessions
  • Ensure staff are fully aware, educated and comply 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 centre efficiencies
  • Take inbound calls to ensure knowledge retention and assist with attaining service level objectives
  • Act as a level of escalation and resolve service issues ensuring all customer service standards are maintained
  • Promote a safe work environment and investigate and address incidents
  • Support recruitment initiatives, including hiring processes and onboarding activities
  • Review, verify and approve payroll records
  • Perform administrative and 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
  • 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 possibility of extension for another 7 months as per Article 18.02

Hours of Work: 40 hours per week

Salary Range: $31.256 - $39.160 (Hourly); $65,262.530 - $81,766.080 (Annually)

Recruitment Consultant: KE/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
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More about this job

Responsibilities

Lead and develop a team of frontline service agents through coaching, performance reviews, communication, and support for employee well-being. Monitor call centre performance and staffing, handle escalated customer issues and inbound calls, and support recruitment, payroll, policy compliance, and workplace safety.

Requirements

Requires Grade 12 plus two business-related courses focused on leadership, coaching, staff development, or leading people for results. Requires at least five years of business experience, including three years in a formal leadership role successfully leading call centre agents in a medium-sized call centre of 100 or more agents; post-secondary education and City of Edmonton 311 experience are assets.

Skills

  • Coaching
  • Staff Development
  • Performance Management
  • Call Centre Operations
  • Customer Service
  • Call Centre Metrics
  • Data Analysis
  • Conflict Resolution
  • Team Leadership
  • Employee Motivation
  • Communication
  • Time Management
  • Workforce Scheduling
  • Cisco QM
  • Cisco ACD
  • Payroll Administration

Visa sponsorship

Not detected in the job text

Categories

  • Customer Service & Support
  • Management & Leadership
  • Government & Public Sector
  • Human Resources
  • Data & Analytics

Keywords

  • 311
  • Call Centre
  • Customer Access
  • Customer Service
  • Frontline Service Agents
  • Team Leadership
  • Coaching
  • Performance Appraisals
  • Performance Objectives
  • Performance Metrics
  • Service Level Management
  • Real-Time Monitoring
  • Workforce Scheduling
  • Cisco QM
  • Cisco ACD
  • Call Calibration
  • Conflict Resolution
  • Recruitment
  • Onboarding
  • Payroll Records
  • Corporate Policies
  • Workplace Safety
  • Escalation Management
  • Data Analysis
  • Employee Development

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