311 & Customer Access Team Leader

Job summary

The Team Leader will guide a team of frontline service agents by providing coaching, performance analysis, and operational support to ensure service excellence. They are also responsible for managing schedules, resolving escalations, and fostering a positive, compliant work environment.

Job details

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 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.

What you’ll do

The Team Leader will guide a team of frontline service agents by providing coaching, performance analysis, and operational support to ensure service excellence. They are also responsible for managing schedules, resolving escalations, and fostering a positive, compliant work environment.

Requirements

Candidates must have a Grade 12 education supplemented by leadership courses and at least 5 years of business experience, including 3 years in a formal leadership role within a call center. Proficiency in call center metrics and software such as Cisco QM and ACD is required.

Benefits

• Hybrid work arrangement

Listed skills

• Team Leadership · Preferred
• Coaching · Preferred
• Conflict Resolution · Preferred
• Data analysis · Preferred
• Customer service · Preferred
• Staff Development · Preferred
• Communication · Preferred
• Time management · Preferred
• Relationship Building · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team leadership
• Coaching
• Performance management
• Call center management
• Conflict resolution
• Data analysis
• Customer service
• Operational improvement
• Staff development
• Cisco QM
• Cisco ACD
• Communication
• Time management
• Relationship building
• Performance appraisals
• Inbound Calls
• Influencing Skills
• Organizational Skills
• Motivational Skills
• Data Analysis
• Reconciliation
• Business Requirements
• Customer Service
• Conflict Resolution
• Leadership
• Innovation
• Performance Review
• Service Level Management
• Service Level Objectives
• Time Management
• Team Leadership
• Prioritization

Job areas

• Customer Service & Support
• Management & Leadership
• Government & Public Sector
• Administrative
• Customer Team Leader
• Call Center Manager
• Office Supervisors
• First-Line Supervisors of Office and Administrative Support Workers

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