311 TEAM LEAD..JOB NUMBER..1450..

311- Team Lead
Job Number: 1450 Classification Title: Public Service Rep II Posting Date Jun 10, 2008 Closing Date - 12:01am (in the morning) on: Jun 18, 2008 Union: CSU 52
Number of Openings (up to): 3 - Permanent Full-time
Department:311 (Corporate Services Department)
Work Location(s)

T5J 2Y8
Description:
311 is a new City service where citizens only have one number to contact for information and City services. Working under a supervisor, Team Leads will provide support and guidance to the agents through outstanding leadership, facilitation and organizational skills. Team Leads are responsible for coaching and developing agents to deliver exceptional customer service and information to City of Edmonton citizens. They will assist Supervisors in establishing and meeting performance measurements and target goals for continuous improvement through coaching, feedback and documentation of agent progress and performance.
Team Leads will also be assigned additional operational responsibilities which may include one or more of the following: staff scheduling, staff training, overseeing escalations, handling escalations, knowledge management and service levels. All Team Leads are responsible for staff retention.

Scheduling: Preparing the 311 work schedule, ensuring that there is enough coverage.
Responsibilities include:
· Compiling and analyzing statistical data for forecasting and scheduling workload activity and resource requirements;
· Vacation planning and coverage;
· Developing and implementing schedules to meet demand.
Training - Researching, developing, and delivering training modules to 311 agents.
Responsibilities include:
· Developing the in-house training programs and make recommendations on external training programs;
· Delivering training programs, or bringing in a third party to deliver training;
· Ensuring that agents are kept up to date on training and have training plans in place;
· Ensuring that agents are trained on bringing in revenue for the City. i.e. if someone calls and has questions about booking a facility for a wedding, the agent needs to be able to sell what the City has to offer.
Agent/Citizen Support - Answering escalated calls, as well as training and mentoring 311 agents assigned to the escalation desk.
Service Level - Providing on-floor support assisting agents with calls.
Responsibilities include:
· Overseeing day to day call volumes;
· Assisting agents with difficult calls/questions if they are unable to answer or satisfy the customer;
· Dealing with numerous issues, demanding customers and short deadlines throughout the day;
· Compiling reports for service level results;
· Projecting volume levels and interacting with the scheduler in order to meet targets;
· Supporting service delivery to achieve a high standard of accuracy, efficiency, effectiveness, and customer service.
Knowledge Management:
· Ensuring that the scripting of the knowledge network is current and detailed in the system;
· Reviewing what types of calls are being received by agents and identifying if certain forms or other types of information can be put up on the web so that citizens can access more web self-service options;
· Ensuring that any communication going out to agents is delivered in an appropriate manner;
· Responsible for all pre-work communication, meeting topics, content, maintenance and delivery.
Qualifications:
Completion of grade 12 or completion or an appropriate certificate program from an approved business school/college; Post-secondary education is an asset.
A minimum of five years experience working in a call centre environment; including two years at the team lead level.
Call centre training and supervisory coursework.
Previous experience successfully leading call centre teams within a customer focused environment; Ability to develop a team in terms of professionalism and efficiency.
Previous experience providing performance appraisals.
Problem solving skills.
Ability and willingness to be trained for new skills and abilities.
Proficiency in Microsoft Office and experience with scheduling.
Proven ability to work under pressure in a fast paced environment.
Excellent communication (verbal and written) and interpersonal skills.
Ability to build relationships with direct reports, supervisors, and co-workers.
Equivalent combinations of education and experience will be considered.
Applicants will be tested
A security clearance is a condition of employment. The successful candidate will be required to obtain a Security Clearance letter from the Edmonton Police Department.
Hours Of Work:
33.75 hours per week, Monday - Friday. Hours of work may be subject to the terms and conditions of a variable hours of work program.

Salary Range:
21M, Salary Grade: 014, $21.79 - $27.30 (Hourly), $1,470.82 - $1,842.48 (Bi-Weekly), $38,388.53 - $48,088.73 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General:
Civic Service Union 52 members are requested to send a copy of their application for this competition to the union office. The City of Edmonton thanks all applicants for their interest in this employment opportunity; however, only those candidates considered for the position will be contacted.

Human Resources Consultant: AA/MB