Team Lead Job Listing at City of Edmonton in Edmonton, AB (Job ID 55279)

Description

The City of Edmonton is looking for a dynamic and experienced leader to fill the role of 311 Team Lead within the Corporate Services Department. As a 311 Team Lead, you will be responsible for coaching and developing a team of up to 20 service agents, ensuring consistent service excellence, and driving continuous improvement within the 311 contact center.

The Team Lead plays a crucial role in supporting and empowering the 311 & Customer Access Agent team, the central hub for resident interaction with the City of Edmonton. This position demands a broad understanding of all City business areas to effectively guide and mentor agents in delivering exceptional customer service. The successful candidate will have a strong leadership background, excellent communication skills, and a passion for fostering a positive and productive work environment. If you are a results-oriented individual with a proven track record of success in leading, inspiring and motivating teams, we encourage you to apply.

What will you do?

• Lead, coach, and motivate a team of up to 20 service agents to achieve performance objectives and deliver outstanding customer service
• Analyze performance gaps and implement action plans to help agents reach their full potential
• Conduct regular communication sessions to keep staff informed of changes or events that affect their work
• Train and coach agents on various aspects of their role, including self-serve options, corporate policies, and procedures
• Monitor and evaluate the quality of customer service provided through various channels
• Manage attendance, provide positive reinforcement, and make recommendations for employee advancement
• Act as a resource for operational support, including approving schedule changes, monitoring real-time events, and adjusting staff assignments
• Handle escalated customer issues and ensure service delivery standards are maintained
• Participate in and contribute to section communications, including developing presentations and writing communications
• Perform administrative functions, such as completing off-boarding activities, authorizing payroll, and conducting user testing for new systems
• Support and lead as ambassadors of the cultural commitments and maintain a safe workplace for all employees
• Participate in weekly quality calibration sessions with peers to ensure consistency in quality evaluations and identify areas of improvement
• Other duties as assigned
   

Qualifications

• Successful completion of Grade 12, supplemented by two business-related courses focusing on leadership, coaching, and staff development
• Minimum of 5 years of business experience, including at least 3 years in a formal leadership role within a medium-sized call center (100+ agents)
• Experience in a customer-focused environment, with a proven ability to coach, train, develop, and appraise staff performance Assets:
• Post-secondary education in a related field
• Recent/current experience at the City of Edmonton 311 Call Center

Skills required for success:

• Strong leadership skills with the ability to motivate, inspire, and guide a team to achieve high levels of performance
• Excellent communication and interpersonal skills, both written and verbal, to effectively interact with staff, management, and the public
• Proven ability to coach, mentor, and develop employees to reach their full potential
• Ability to analyze data, identify trends, and make recommendations for improvement
• Proficiency in using call center software applications, such as Calabrio QM and Webex ACD
• Ability to work effectively under pressure, prioritize tasks, and meet deadlines in a fast-paced environment
• Demonstrated ability to build and maintain positive working relationships with internal and external partners
• Knowledge of the City of Edmonton's business areas, policies, and procedures
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion

Conditions of Employment:

• Hire is dependent on a Criminal Records Check (CRC) security clearance that is satisfactory to the City of Edmonton and is a requirement of this position. There may be a cost associated with this requirement
• Applicants may be tested

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 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 employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits

Up to 1 permanent full-time position

Hours of Work: 40 (shift rotation as business hours are 7am to 7pm, 6 days a 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: Public Service Rep-8 Hrs
Posting Date: May 27, 2026
Closing Date: June 8, 2026 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: Financial and Corporate Services
Work Location(s): 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4

 Apply on company website