First seen by our source: 2 hours ago
311 & Customer Access Team Leader
@ City Of Edmonton
Edmonton, Alberta
SIGNALS
Overview
The City of Edmonton is hiring a 311 & Customer Access Team Leader for a temporary full-time role of up to 11 months, with a possible 7-month extension. The leader coaches and appraises up to 20 frontline agents, monitors service levels in real time, and handles escalations in a fast-paced call centre. Hours are 40 per week, with hybrid work possible under the City's agreement with CSU 52, and pay is $31.256 to $39.160 per hour.
Responsibilities:
- Coach, appraise and motivate up to 20 frontline agents
- Monitor service levels and adjust staff assignments in real time
- Handle escalated service issues and take inbound calls
- Review and approve payroll records and schedule changes
- Support recruitment, hiring and onboarding
Requirements summary:
- Grade 12 plus two business leadership or coaching courses
- 5+ years business experience, 3+ in formal leadership
- Experience leading 100+ agent call centre
- Cisco QM and Cisco ACD proficiency
Tools & skills
Source and dates
Source type not verified · apify-linkedin
- Employer posting date
- Not provided
- First seen by our source
- 2026-11-15
- Source record updated
- 2026-11-15
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Lead |
| Department | Customer service |
| Experience | 5+ years |
| Management experience | 3+ years |
| Manages people | Yes |
| Hours per week | 40 |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | High school (required), College diploma (preferred) |
Summary and details written by AI from the posting; the employer’s posting is the authority.
City Of Edmonton
| Field | Value |
|---|---|
| Open jobs on Jobsy | 56 |
Job description
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?
Up to 1 temporary full-time position for up to 11 months and possibility of extension for another 7 months as per Article 18.02
Hours of Work: 40 hours per week
Salary Range: $31.256 - $39.160 (Hourly); $65,262.530 - $81,766.080 (Annually)
Recruitment Consultant: KE/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
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
- Successful completion of Grade 12 supplemented by two business related courses focusing on leadership, coaching, development of staff and/or leading people for results
- Minimum of 5 years business experience which includes a minimum of 3 years experience in a formal leadership role, successfully leading a group of top performing Call Centre Agents in a medium sized call centre (100+ agents)
- Post secondary education is an asset
- Recent/current experience at the City of Edmonton 311 Call Centre is an asset
- Demonstrated competency in coaching, training, developing staff and appraising performance through reviews, within a customer-focused environment in order to achieve peak performance
- Demonstrated success in building relationships at multiple organizational levels
- Proven ability to be a team player and foster a positive and productive work environment with the ability to motivate and influence others
- Ability to recognize and successfully manage conflict resolution
- Demonstrated ability to apply key call centre metrics to manage the business and individual performance by guiding and influencing excellent customer service
- Ability to analyse data and organize it into a presentable format for sharing with others
- Ability to work effectively within Cisco QM and Cisco ACD software
- Proven ability to work under pressure in a fast-paced, changing environment and prioritize tasks effectively based on business requirements allowing tasks to be completed in a timely and accurate manner
- Excellent communication (verbal and written), interpersonal, time management, team and organizational skills required
- Proven reliability with a consistent record of attendance at work
- Ability to be proactive and innovative
- Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.
- The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance
- Alignment to our Cultural Commitments and Leadership Competencies ( )
- Embracing a culture of equity, diversity, reconciliation and inclusion
- Applicants may be tested
Up to 1 temporary full-time position for up to 11 months and possibility of extension for another 7 months as per Article 18.02
Hours of Work: 40 hours per week
Salary Range: $31.256 - $39.160 (Hourly); $65,262.530 - $81,766.080 (Annually)
Recruitment Consultant: KE/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
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