Team Lead Job Listing at City of Edmonton in Edmonton, AB (Job ID 51996)

Description

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