311 & Customer Access Team Leader Job Listing at City of Edmonton in Edmonton, AB (Job ID 52391)

Description

As the central point of contact for the City of Edmonton, our 311 team plays a vital role in connecting citizens with the services they need. As a Team Lead, you'll be instrumental in fostering a high-performing and motivated group of up to 20 Clerk III agents. You'll directly impact service excellence by coaching their development, driving continuous improvement through performance analysis, and championing their well-being. If you're a natural leader passionate about empowering others in a dynamic contact center environment, we want to hear from you.

What will you do?

• Performance management: complete in depth analysis of agents performance gaps and implement actions plans and strategies to assist 311 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
• Responsible for writing and delivering performance appraisals for all direct reports
• Responsible for delivering regular communication sessions through a variety of tools and methods to ensure staff are kept informed of changes or events that affect their work
• Motivate and influence employees to improve and maintain high levels of performance, by continually interacting with the agents
• 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
• Train and coach agents how to sell and promote self-serve options to citizens (IE City of Edmonton website, apps.)
• Ensure staff are fully aware, educated and complying 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 center efficiencies
• Take inbound calls to ensure knowledge retention and assist with attaining service level objectives
• Lead portfolio assignments, which are responsibilities that are held in addition to primary roles on a rotational basis
• Other related duties