311 & Customer Access Team Leader

As the central point of contact for the City of Edmonton, our 311 & Customer Access team plays a vital role in connecting residents and employees with the services they need. As a Team Lead, you'll be instrumental in supporting and guiding a high-performing team of up to 20 frontline service agents. You'll directly contribute to service excellence through ongoing coaching, analyzing performance to drive operational improvements, and actively supporting team well-being. If you're a dedicated leader passionate about empowering team members within a fast paced call centre environment, we want to hear from you.

What will you do?

• Conduct in depth analysis of performance gaps and implement actions plans and strategies to assist frontline agents to reach their full potential
• Analyze, communicate and review performance objectives to ensure expectations are clearly understood and achieved
• Coach, motivate and influence employees to improve and maintain high levels of performance
• Write and deliver performance appraisals
• Conduct regular communication sessions to ensure staff are kept informed of changes or events that affect their work
• Evaluate service interactions and participate in calibration sessions
• Ensure staff are fully aware, educated and comply with all corporate policies and procedures
• Act as a resource to support service level management which includes the approval of schedule changes, real time monitoring and adjusting staff assignments as required to maximize call centre efficiencies
• Take inbound calls to ensure knowledge retention and assist with attaining service level objectives
• Act as a level of escalation and resolve service issues ensuring all customer service standards are maintained
• Promote a safe work environment and investigate and address incidents
• Support recruitment initiatives, including hiring processes and onboarding activities
• Review, verify and approve payroll records
• Perform administrative and other related duties