Team Lead, Consumer

Role Responsibilities

The Team Lead reports to the Service Alberta and Red Tape Reduction (SARTR) Contact Centre(CC) Manager of Operations who oversees consumer programs and several other contact centre services: Registries, Alberta Health Care Insurance Plan, Special Programs (including Alberta.ca Account, eServices, MyHealth Records) and Citizen Services (310). Each of these contact centre (CC) services has unique clients and support distinct government programs and sets of customers (calls and emails) using program specific legislation, procedures, processes, policies, tools and applications.

Your  primary responsibility will include but not limited to;.

• Plan, define, develop, implement and adjust SARTR CC services to meet the intent and specific requirements of stakeholder, policy and rules.
• Prepare and convey performance reports to SARTR management and the program’s client.
• To ensure SARTR CC IO’s are led, motivated, collaborative trusted and engaged to provide the best possible service to Albertans
• Ensure IOs use the training program effectively and become knowledgeable about and able to apply, interpret and communicate Program legislation, rules and procedures.
• To assist Team Lead with training colleagues, provide suggestions relating to changes to policies, procedures and existing protocol where appropriate.
• To Ensure the service client is engaged with SARTR CC in continuous service improvement, is regularly updated in terms of statistical reporting, issues and opportunities and is fully satisfied with services provided to the Albertans

Please click on this link to view the job description for this position. 

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Agility: Ability to anticipate, assess and readily adapt to changing priorities, manage resilience in times of uncertainty and effectively work in a changing environment. 
• Creative Problem Solving: ability to assess options and implications in new ways to achieve outcomes and solutions. 
• Drive for Results: collaborate with team members to set goals and priorities and to deliver outcomes that are consistent with departmental priorities, program area needs, and stakeholder partnerships. 
• Develop Self and Others: create a team culture that is driven by continuous learning, growth and development, and encourage self-development through experience sharing and leadership by example.
• Build Collaborative Environments: liaise and negotiate between program areas, stakeholder ministries and contracted services ensuring business goals and client requirements are fulfilled.

Qualifications

Two-year diploma in a related field plus 5 years progressively responsible related experience; or equivalent as described below.

Equivalencies will be considered based on one-year experience for one year of education or one year of education for one year of experience.

You should also have:

• Strong keyboarding skills and experience working with Microsoft Office (Outlook, Word) is required.
• Excellent interpersonal skills are required as well as the ability to train, coach and work with both inexperienced and experienced employees.  

Required

• Minimum five years  experience in leadership and supervision of others.

Preference will be given to those that have the following assets:

• Minimum four years experience in Contact Centre operations
• Extensive knowledge about the Programs’ website, updates, and news releases, as well as the other related programs and services in order to provide training on call referrals, to IOs.
• Knowledge of Acts, Legislation and Agreement including but not limited to FOIP, Consumer Protection Act and regulations, Residential Tenancies Act and Regulations,  Condominium Property Act and Regulations, Franchises Act and Regulations, Cemeteries Act and Regulations, Funeral Services Act and Regulations, Corporatives Act and Regulations, Interpretations Act.

Applications must include a cover letter explaining how your experience relates to the position. Applications without cover letters will not be considered. 

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Location: Terrace Building, 9515 107th Street NW, Edmonton, AB

Hours of Work: Monday to Friday (8:15 AM – 4:30 PM)

This is a full time, on-site position.  

Final candidates will be required to undergo a security screening. Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in).

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs.