Under the general supervision of the Contact Centre Coordinator, the Team Lead (TL) resolves complex issues related to paratransit and on-request service delivery and responds to escalated customers referred by Customer Service Representatives (CSRs). This position monitors paratransit and on-request service in real-time by functioning as centralized dispatching of all vehicle resources and receiving urgent and non-urgent calls to address issues from contracted and Departmental vehicle resources. The Team Lead also liaises with various Divisional staff and other Departmental business units to resolve day-to-day operational issues by interpreting policies and procedures and delivering excellent and consistent customer service. This position assists senior contact centre staff with scheduling, training, development and performance of Customer Service Representatives (CSRs).

As the Team Lead, your duties will include**:**

• Assists the Contact Centre Coordinator by fulfilling the role of a front-line/first-level supervisor in assigned staff training, development and performance; on-the-job training, monitoring, coaching and mentoring; scheduling and overseeing the Contact Centre operations during extended hours or as required.
• Responds to complex issues related to Transit Plus and On-Request service delivery and escalated customers, contractors, or drivers.
• Functions as centralized dispatching resource for Transit Plus and On-Request service vehicles.
• Acts as Contact Centre Coordinator as assigned or required.

Your education and qualifications include:

• High school graduation/GED is required. Post secondary education (i.e. Business, Communications, etc) is preferred.

• Minimum two (2) years experience directly related to the work or job duties of the position.

• Minimum two (2) years experience in a Contact Centre environment.

• Completion of courses on supervision, problem-solving, conflict resolution and dealing with volatile customers, or ability and willingness to complete in a reasonable period of time.

• Good working knowledge of the Genesys PureConnect contact centre software suite or equivalent and Routematch trip management software or equivalent, or ability and willingness to achieve knowledge in a reasonable period.

• Demonstrated ability to investigate and resolve customer service matters using various sources and systems.

• Good general knowledge of Transit services, operations, policy and procedures or ability and willingness to achieve knowledge in a reasonable period.

• Ability to coach and mentor staff on day-to-day operations.

• Demonstrated ability to work independently and in a team environment, to organize and prioritize multiple demands, and to exercise sound judgment and discretion.

• Demonstrated ability to work under stressful conditions.

• Demonstrated ability to communicate effectively both verbally and in writing. Demonstrated experience in preparing written responses.

• Demonstrated ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts and the public in accordance with the Respectful Workplace Standard.

• Demonstrated experience and ability to adapt quickly to various software applications in a multi-tasking environment.

• Demonstrated ability to maintain confidentiality with respect to dealing with sensitive information and employee issues.

• Demonstrated ability to type accurately at 40 wpm (net).

• Demonstrated proficiency in the use of various software applications, including Microsoft Outlook, Excel and Word (advanced level).

• Ability, willingness to work varied hours and shifts, and adherence to the Attendance Management Program.

Knowledge and understanding of the occupational hazards, safety precautions, regulations and procedures applicable to the area of work.

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://canalliance.org/en/ at application.

Conditions of employment:

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Information Check with vulnerable sector check satisfactory to the employer will be required from the successful candidate, at their expense when requested.
• Candidates must be available for all shifts including days, evenings (up to 2 a.m. ), weekends and general holidays.
• The position is an on site position.