The City of Edmonton is looking for a dynamic and experienced leader to fill the role of 311 Team Lead within the Financial & Corporate Services Department. As a 311 Team Lead, you will be responsible for coaching and developing a team of up to 20 service agents, ensuring consistent service excellence, and driving continuous improvement within the 311 contact center.
The Team Lead plays a crucial role in supporting and empowering the 311 & Customer Access Agent team, the central hub for citizen interaction with the City of Edmonton. This position demands a broad understanding of all City business areas to effectively guide and mentor agents in delivering exceptional customer service. The successful candidate will have a strong leadership background, excellent communication skills, and a passion for fostering a positive and productive work environment. If you are a results-oriented individual with a proven track record of success in leading, inspiring and motivating teams, we encourage you to apply.
What will you do?
Lead, coach, and motivate a team of up to 20 agents to achieve performance objectives and deliver outstanding customer service
Analyze performance gaps and implement action plans to help agents reach their full potential
Conduct regular communication sessions to keep staff informed of changes or events that affect their work
Train and coach agents on various aspects of their role, including self-serve options, corporate policies, and procedures
Monitor and evaluate the quality of customer service provided by agents through various channels
Manage attendance, provide positive reinforcement, and make recommendations for employee advancement
Act as a resource for operational support, including approving schedule changes, monitoring real-time events, and adjusting staff assignments
Handle escalated customer issues and ensure service delivery standards are maintained
Participate in and contribute to section communications, including developing presentations and writing communications
Perform administrative functions, such as completing off-boarding activities, authorizing payroll, and conducting user testing for new systems
Support and lead as ambassadors of the cultural commitments and maintain a safe workplace for all employees
Participate in portfolio assignments, such as Site Coordinator, Knowledge Management, Continuous Improvement, Service Level, New Arrivals, Emails and 311 App, Quality, Spirit and Recognition, Systems and Reporting, and Support Desk
Other duties as assigned
Qualifications
:Successful completion of Grade 12, supplemented by two business-related courses focusing on leadership, coaching, and staff development
Minimum of 5 years of business experience, including at least 3 years in a formal leadership role within a medium-sized call center (100+ agents)
Experience in a customer-focused environment, with a proven ability to coach, train, develop, and appraise staff performance
Assets:
Post-secondary education in a related field
Recent/current experience at the City of Edmonton 311 Call Centre
Skills required for success:
Strong leadership skills with the ability to motivate, inspire, and guide a team to achieve high levels of performance
Excellent communication and interpersonal skills, both written and verbal, to effectively interact with staff, management, and the public
Proven ability to coach, mentor, and develop employees to reach their full potential
Ability to analyze data, identify trends, and make recommendations for improvement
Proficiency in using call center software applications, such as Cisco QM and Cisco ACD
Ability to work effectively under pressure, prioritize tasks, and meet deadlines in a fast-paced environment
Demonstrated ability to build and maintain positive working relationships with internal and external stakeholders
Knowledge of the City of Edmonton's business areas, policies, and procedures
Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
Embracing a culture of equity, diversity, reconciliation and inclusion
Conditions of Employment:
Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
Applicants may be tested
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.
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 2 temporary full-time positions for up to 11 months
Hours of Work: 40 (
shift rotation as business hours are 7am to 7pm, 6 days a week)
Salary Range:
$29.534 - $37.001 (Hourly)
Talent Acquisition Consultant:
RD/MZ
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.