Identifying Information

Job Title: Team Lead, Contact Centre Operations

Program Area: Contact Centre

Job Level: Team Lead

Reports to: Manager, Contact Centre Operations

Salary: $56,020.00 - $69,152.00

Hours of Work: 8:00 – 16:00 OR 16:00-00:00

Organization Summary

CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increased awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness.

Job Summary

The Team Lead, Contact Centre is responsible for providing support and direction to contact centre staff to achieve the highest quality service user experience for CMHA-Edmonton contact centre programs. Working in partnership with the other Team Leads, Contact Centre, this position will provide real-time monitoring of program performance and reallocate staffing as needed, provide feedback and supervision to contact centre staff, participate in the development of communication related to the contact centre and participate in program development initiatives.

Key Outcomes

• Contact centre operations are delivered with a high level of services quality with a priority focus on the needs of CMHA-Edmonton service users

• Contact centre staff are informed of program activities with clear consistent messaging

• Contact centre documentation (eg. Procedural documents, training materials ect.) are kept up to date and can be accessed efficiently

• Contact Centre staff are given consistent feedback and coaching to achieve a high level of service quality

• Contact Centre Staff Timesheets are completed and approved

Job Duties and Responsibilities

Contact Centre Supervision and Performance (60%)

• Provide real time support and performance monitoring per rotation. Monitor real-time dashboards ensuring staffing resources are allocated to meet needs at the time
• Provide real-time coaching and feedback to contact centre staff as needed
• Ensure all contact centre staff are made aware of programmatic needs and changes through program updates and the use of procedural documentation
• Provide debriefing support for contact centre staff as needed
• Ensure technology in contact centre is in working order, troubleshoot and report problems according to agency protocols
• Ensure contact centre operations align with the accreditation standards of the American Association of Suicidology and InformUSA

Supervision of Direct Reports (20%)

• Provide supervision and support to assigned direct reports and practicum students as needed
• Support goal achievement, monitor performance, coach for growth and development and motivate staff to meet the needs of CMHA-Edmonton service users
• Complete timesheet review for all assigned direct reports
• Support quality assurance process for each direct report and provide feedback and coaching as required
• Complete probationary and annual performance reviews for direct reports and provide feedback to inform performance reviews of other contact centre staff
• In collaboration with the Human Resources Department, assist in the recruitment, interviewing and selection of staff

Contact Centre Program Development (10%)

• Lead and/or participate in the planning and execution of staff meetings and development days
• Identify training and development needs related to contact centre performance
• Participate in committees and project working groups as assigned by the Contact Centre Managers

Other (10%)

• Provide consultation on call work as assigned

• Coordinate and attend community events as needed

• Assist in training staff on contact centre operations

• Attend relevant staff meetings as needed

Special Working Conditions

• Team Lead, Contact Centre Operations we will be assigned to Daytime (8:00-16:00) or Evening rotations, working hours will overlap with the assigned times (16:00-00:00). They will work collaboratively within teams to ensure one Team Lead is assigned to provide primary support during those hours.

• Will be required to work 35 weekend shifts per year on a rotation determined with the Team Lead, Contact Centre Team

• Will join a rotation of Team Leads providing on-call support on weekends and Statutory Holidays

• Additional on call support may be required to support operations after hours in the event that staff assigned to a shift is unavailable

• This positions will require a commitment of in-office work.

Qualifications

• Education & Experience:
  • Post-secondary education in Social Sciences, Human Services, or a related field.
  • Minimum 3–5 years of experience in a contact centre, crisis line, or related supervisory role.
  • Experience in staff supervision, coaching, and performance management.
• Knowledge & Skills:
  • Strong understanding of contact centre operations, workforce management, and real-time performance monitoring.
  • Knowledge of accreditation standards such as ASSIST or Distress Line Training (or willingness to learn).
  • Proficiency with contact centre technology, reporting tools, and troubleshooting procedures.
  • Demonstrated ability to provide debriefing and emotional support to staff.
  • Strong communication, documentation, and procedural writing skills.
• Leadership & Supervision:
  • Proven ability to supervise, mentor, and develop staff and students.
  • Skilled in delivering coaching and feedback to support individual and team performance.
  • Experience conducting performance reviews and supporting recruitment processes.
• Program Development & Collaboration:
  • Ability to identify training needs and support staff development initiatives.
  • Strong facilitation skills for meetings and staff development sessions.
  • Experience participating in committees, working groups, or cross-functional projects.
• Other Competencies:
  • Ability to provide consultation on call work and assist in staff training.
  • Strong organizational and time management skills with the ability to balance multiple priorities.
  • Flexibility to support community events and organizational initiatives as needed.
  • Commitment to inclusivity, equity, and supporting the mission of CMHA Edmonton.

Required Training for the Position

Within the first 3 months of employment:

• First Aid/CPR Training

• Diversity and Cross-Cultural Training

• Indigenous Cultural Awareness Training

• Discrimination and Harassment Training

• Trauma Informed Care

Within the first 6 months of employment:

• GBA+ Training
• Brain Story Certification