Job Description

Under the general supervision of the 311 Contact Centre Supervisor, the Team Lead is responsible for leading a team of approximately 20 full-time and part-time Customer Service Representatives (CSR's), who work on a variety of shifts, in the delivery of excellent and consistent customer service. The contact center responds to citizen requests for information and service for all non-emergency municipal services and programs. The Team Lead is responsible for the ongoing monitoring of the performance of their assigned CSR's, and for their coaching, mentoring, and on-the-job training. The Team Lead responds to complex inquiries or inappropriate callers as referred by CSR's, and liaises with various departments to resolve operational issues, and to identify trends relative to calls or questions.

As the •311 Team Lead (Bilingual), • you will:

• Supervise the daily activities of an assigned team of CSR's and provide ongoing monthly and annual formal performance feedback for CSR's, referring to the performance metrics.
• Monitor CSR adherence to schedules and other performance metrics, and identifies coaching or training requirements.
• Score calls taken by CSR's, on a regular and systematic basis, as related to defined categories within the Quality Assurance program.
• Participate in call monitoring calibration sessions with other Team Leads, 311 Contact Centre Supervisor, and Quality Assurance to ensure consistent scoring methodology and application.
• Bring performance issues to the attention of the Supervisor, including making recommendations concerning remedial action or discipline, when required.
• Contact replacement staff, if required, to ensure adequate staffing for the shift and prepares and maintains records of assigned staff by completing daily attendance records. May be required to enter time into PeopleSoft.
• Provide recommendations on requests for vacation and time off as required.
• Participate in the interview and selection processes for CSR's.
• Respond to and/or defuses complex inquiries or inappropriate callers as referred by CSR's, by interpreting policies and procedures in responding to same; conducting database research; or referring calls to specific department or departmental contact for further follow-up.
• Identifies trends relative to new types of calls or questions, and informs the 311 Contact Centre Supervisor of reoccurring call types and issues for follow up.
• Liaises with departmental representatives, as required, to resolve operational issues, including requesting, receiving, and clarifying information updates.
• Identifies and documents technical problems with hardware and software, and notifies the appropriate staff to resolve.
• Facilitates various portions of the basic and advanced training programs, as assigned.
• Team Leads will be expected to successfully complete the following courses or be prepared to complete within one year:
+ Foundations of Supervisory Development or Frontline Leader
+ Diversity in the Workplace - The Role of the Supervisor

Your education and qualifications include:


• High school graduation, supplemented by leadership training such as courses in supervision, providing performance feedback, coaching, problem solving, conflict resolution, or an equivalent combination of education and experience.


• Experience (1 year) providing leadership and direction to others including providing coaching/training, promoting work production and providing performance feedback.
• Experience (1 year) coordinating staff duties.


• Experience (1 year) in a contact/call center related function.


• Experience using various data bases and software applications in a multitasking environment.


• Excellent written communication skills.


• Highly developed verbal communication skills with the ability to maintain composure and speak calmly, professionally, and assertively with staff and difficult clients.
• Strong research and analytical skills.
• Excellent interpersonal skills with the ability to establish and maintain effective respectful working relationships with staff at all levels, external contacts and the public.
• Ability to use good discretion.


• Ability to work independently and prioritize multiple demands.
• Ability to maintain confidentiality with respect to dealing with sensitive information and employee issues.
• 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://www.canalliance.org/en/ at application.

Conditions of employment:

• The successful candidate must maintain legal eligibility to work in Canada. If the successful candidate possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Information Check satisfactory to the employer will be required from the successful candidate(s), at their expense.
• Must be able to work shift work, including evenings and weekends.
• Must be able to communicate (verbal & written) fluently in French and English