Join the City of Edmonton as a dynamic 311 Team Lead, responsible for coaching service agents and enhancing customer experience in a hybrid setting. Empower your team to achieve service excellence.
In this critical role within the Corporate Services Department, you'll lead a team of up to 20 agents, ensuring they have the tools and guidance they need. Your leadership and communication skills will be pivotal in mentoring agents, addressing performance gaps, and driving quality assurance. The position requires a commitment to fostering a positive work culture.
Key Responsibilities:
• Coach and develop a team of service agents
• Implement action plans for performance gaps
• Deliver training on corporate policies and procedures
• Monitor customer service quality across channels
• Oversee operational support and manage schedules
Requirements:
• Completed Grade 12; business courses in leadership preferred
• 5 years of business experience with 3 years in leadersh...