City Of Edmonton
311 Contact Center Lead at City of Edmonton
Job Description
Lead customer service excellence in the 311 contact center as the Team Lead for the City of Edmonton. Coach a team of 20 service agents and drive continuous improvement in a hybrid role.
In this leadership position, you'll manage a motivated team within the Corporate Services Department. Your role encompasses coaching, motivating agents, and analyzing performance metrics to enhance their capabilities. Strong communication skills are essential for building staff engagement and ensuring exceptional service delivery.
Key Responsibilities:
• Lead and mentor a team of up to 20 agents
• Analyze performance and develop targeted training programs
• Keep agents informed through regular communication sessions
• Train staff on self-serve options and city procedures
• Address escalated customer issues and maintain standards
Requirements:
• High school diploma with additional business courses
• 5 years of experience; 3 years in leadership preferred
• Proven customer...
In this leadership position, you'll manage a motivated team within the Corporate Services Department. Your role encompasses coaching, motivating agents, and analyzing performance metrics to enhance their capabilities. Strong communication skills are essential for building staff engagement and ensuring exceptional service delivery.
Key Responsibilities:
• Lead and mentor a team of up to 20 agents
• Analyze performance and develop targeted training programs
• Keep agents informed through regular communication sessions
• Train staff on self-serve options and city procedures
• Address escalated customer issues and maintain standards
Requirements:
• High school diploma with additional business courses
• 5 years of experience; 3 years in leadership preferred
• Proven customer...