Job Description

Reporting to the 311 Supervisor, the 311 Team Lead is responsible for the day to day supervision of Customer Service Representatives and oversight of the 311 Contact Centre operations while ensuring service standards are being met. The 311 Team Lead is also responsible for providing respectful and inclusive customer service to the general public by responding to various incoming inquiries including escalations and/or complex inquires. Additionally, the 311 Team Lead will support the quality assurance.

As the 311 Team Lead - 2025-003CU, you will:

Supervise the Customer Service Representatives ensuring all policies, procedures, and service standards are being met. Receive, manage and defuse escalations and/or complex inquiries. Perform quality assurance activities to support effective service delivery. Identify and research emerging and reoccurring trends, as well as technical problems. Act as 311 Supervisor.

Your education and qualifications include:

Grade 12 education or equivalent.

Two (2) years' experience working independently in a contact-centre environment including but not limited to, answering inbound phone calls, receiving, managing and defusing call escalations and/or complex inquires, responding to emails, interacting with the general public and City Departments.

Experience providing respectful and inclusive customer service skills including but not limited to active listening, empathy and problem solving while maintaining composure.

Experience entering and verifying data with accuracy across various platforms/programs and systems including contact centre software (Genisys).

Experience handling sensitive information in compliance with the Freedom of Information and Protection of Privacy Act (FIPPA).

Experience mentoring junior contact centre staff with the ability of supervising staff including performance management activities, building capacity, promoting continuous learning and development skills.

Knowledge of City of Winnipeg operations, department services and policies specifically related to 311 operations.

Excellent verbal communication skills to deal effectively with the general public and City of Winnipeg employees.

Excellent written communication skills with experience responding to citizen inquires, documenting concerns, and updating information as needed.

Proficiency using Microsoft Office (Word, Excel, Outlook, Teams).

Critical thinking skills with the ability to research and resolve new, emerging matters and trends.

Effective interpersonal skills with the ability to maintain positive working relationships with employees at all levels of an organization, including external contacts and the general public.

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 satisfactory to the employer will be required from the applicant(s) or successful candidate(s), at their expense. To obtain Police Information Check information please visit www.winnipeg.ca/police. Must be able to work a variety of shifts including days, evenings, weekends, and holidays to meet operational requirements. * For positions designated as French-language, incumbents must be proficient in both French and English, with the ability to communicate effectively and perform tasks at a working level in both languages