Team Lead - Contact Centre

Role Responsibilities

Are you a client-focused professional with strong interpersonal and communication skills? Are you eager to grow your supervisory capabilities by coaching and motivating a dynamic team? If so, the Court and Justice Services (CJS) has an exciting opportunity for you!

Reporting to the Manager of Information Services, the Team Lead – Contact Centre is responsible for the effective and efficient daily operations of the CJS Contact Centre. This role provides leadership, support, direction, and consultation to Contact Centre Advisors who deliver critical frontline information and referral services to Albertans on a day-to-day basis through multiple service delivery channels.

Your role will involve, but is not limited to:

• Supervision – Coordinate and supervise staff to foster the development and retention of a skilled, client-focused team. Promote a productive, values-based work culture by cultivating an environment that encourages teamwork, learning, and excellence.
• Leadership – As a member of the Information Services team, contribute to the development and implementation of regional operational plans, goals, and strategies. Play a key role in building effective, highly motivated teams.
• Administration – Oversee work processes to effectively administer and provide consistent delivery of services, adherence to unit operational plans as well as service excellence guidelines and principles. Consult and coordinate with internal and external stakeholders to ensure effective and responsible delivery of client services. 

To succeed in this role, you will bring:

• Strong communication skills and the ability to build relationships with stakeholders, staff, Albertans, and collaborators.
• Excellent organizational skills to manage a high volume of complex work with attention to detail.
• Proven problem-solving, research, analytical, and decision-making abilities.

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.

The successful candidate will demonstrate the following competencies:

• AGILITY: You are able to anticipate, assess, and readily adapt to changing priorities, maintain resilience in times of uncertainty and effectively work in a changing environment.
• SYSTEMS THINKING: You consistently take a holistic and long-term view of challenges and opportunities at multiple levels across related areas.
• DEVELOP NETWORKS: You proactively build networks, connecting and building trust in relationships with different stakeholders.
• BUILD COLLABORATIVE ENVIRONMENTS: You lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• CREATIVE PROBLEM SOLVING: You are able to assess options, and implications in new ways to achieve outcomes and solution.
• DRIVE FOR RESULTS: You are able to determine what outcomes are important and maximize the use of resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and all stakeholders.
• DEVELOP SELF AND OTHERS: You have a commitment to ongoing learning and desire to invest in the development of the long-term capability of not only yourself but others as well.

Qualifications

Required: One-year certificate in a related field (e.g. Justice/Legal Studies, Legal Assistant, Paralegal, etc.) plus two years related experience in a contact centre, customer service, or legal environment; or equivalent as described below.

Equivalency: Directly related experience or education will be considered on the basis of:

• One year of experience for one year of education OR
• One year of education for one year of experience.

Assets
Preference will be given to candidates with:

• Supervisory or leadership experience and/or training, including acting roles or instances where you coached or mentored team members (please ensure these are clearly outlined in your resume).
• Education and/or experience in the legal field, such as working in a law firm and/or courthouse. 
• Experience working with Customer Relationship Management (CRM) applications.
• Experience working with legal-related software such as CASES (used by courts for civil cases) and JOIN (Justice Online Information Network).
• Experience with Microsoft Office applications, including Word, Excel, SharePoint.

All applicants are required to submit a cover letter (approximately 300 – 400 words). In your letter, please describe how your qualifications, experience, and skills would be suitable for this position. It will be as a screening tool to assess writing and proofreading abilities. Applications without a cover letter 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

Position Information:

• Available Position: One permanent, full-time position
• Location: John E. Brownlee Building, Edmonton
• Hours of Work: Monday to Friday, 8:15 AM – 4:30 PM (36.25 hours per week)

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.
• Leadership and mentorship programs.