311 & Customer Access Team Leader

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?

- 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
Qualifications

- 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)

Assets:

- Post secondary education is an asset
- Recent/current experience at the City of Edmonton 311 Call Centre is an asset

Skills required for success:

- 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

Work Environment:

- 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 ( https://bit.ly/4brRrXm (https://www.edmonton.ca/city_government/jobs/our-culture) )
- Embracing a culture of equity, diversity, reconciliation and inclusion
- Applicants may be tested

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected] . Learn more about our benefits https://bit.ly/COEbenefits .

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.
Classification Title: Team Lead CallCnt/PubSrv-8hrs
Posting Date: Oct 19, 2026
Closing Date: Oct 26, 2026 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Temporary Full-time
Union: CSU 52
Department: Corporate Services
Work Location(s): 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4