New Job Customer Access Team Lead In Alberta

Customer Access Team Lead

Job Number : 46629

YOUR CHALLENGE: Coach, Develop, Mentor, Create and Maintain a highly motivated team of City of Edmonton ambassadors who can ensure service delivery excellence. Apply your sound leadership, problem solving and communication skills to bring out the very best of the team.

Your success will be measured by your ability to achieve results in the context of respectful, inclusive and service-minded style.

As a Customer Access Team Lead, and with a focus on the City of Edmonton’s Cultural Commitments to be Safe, Helpful, Accountable, Integrated and Excellent, you will:

• Performance management: complete in depth analysis of agents performance gaps and implement actions plans and strategies to assist agents to reach their full potential
• Analyze, communicate and review individual performance objectives to ensure expectations are clearly understood and achieved, both verbally and in writing
• Coach and deliver feedback from departments to minimize errors and improve internal service delivery
• Plan and facilitate regular communication sessions through team meetings, team huddles or one on one to ensure all staff are kept informed of changes or events that affect their work
• Ensure staff are fully aware, educated and complying with all corporate policies and procedures

Examples include:

• FOIP ( Freedom of Information and Protection of Privacy Act)
• Code of Conduct
• Drug & Alcohol
• PCI (Payment Card Industry)
• Respectful Workplace
• Workplace Violence
• Working Alone Safely
• Provide team direction on the day to day operations by ensuring projected workload is carried out in an accurate, efficient and effective manner
• The senior person with authority on site to make decisions in the evenings and on weekends for situations that require immediate response. This includes the following:
  • Emergency/Unusual situations.
  • First aid/llDC Forms
  • Offering overtime based on criteria
  • Prioritizing, and assigning work to be completed by staff
  • Decide when to take action and active critical messages on the IVR
  • Respond and escalate technical problems
• Conduct user testing for new systems applications that impact 311 & Customer Access
• Involved in spirit and recognition programs to encourage an engaged workforce and motivate peak performance
• Other assigned tasks as required

Qualifications:

• Grade 12, supplemented by two business related courses focusing on leadership, coaching, development of staff/or leading people for results
• Minimum of 5 years business experience which includes a minimum of 3 years experience in a formal leadership role, successfully leading a group of top performing Call Centre Agents in a medium sized call centre (100+ agents)
• Recent/current experience at the City of Edmonton 311 Call Centre is an asset
• Demonstrated competency in coaching, training, developing staff and appraising performance through reviews, within a customer-focused environment in order to achieve peak performance
• Demonstrated success in building relationships at multiple organizational levels
• Proven ability to be a team player and foster a positive and productive work environment with the ability to motivate and influence others
• Ability to recognize and successfully manage conflict resolution
• Demonstrated ability to apply key call centre metrics to manage the business and individual
• Ability to work effectively within Calabrio One and Cisco ACD software
• Proven ability to work under pressure in a fast paced environment and prioritize tasks effectively based on business requirements
• Excellent communication (verbal and written), interpersonal, time management, team and organizational skills required
• Proven reliability with a consistent record of attendance at work
• 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
• Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
• Demonstrate the foundational competencies, key behaviours and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3hd2d95.

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact [email protected].

Up to 1 permanent, full-time position

Hours of Work: 40 hours per week. Shifts rotating through 7am - 7pm seven days a week.

Salary: $27.765 - $34.784 (Hourly); $57,973.320 - $72,628.990 (Annually)

Talent Acquisition Consultant: RD/JF

Classification Title : Team Lead CallCnt/PubSrv-8hrs

Posting Date : May 3, 2023

Closing Date : May 10, 2023 11:59:00 PM (MDT)

Number of Openings (up to) : 1 - Permanent Full-time

Union : CSU 52

Department : Relationships and Customer Access

Work Location(s) : Employee Service Centre, Suite 300D Edmonton City Centre West Edmonton T5J 4B7