Team Lead, Registries

1 week ago

Edmonton, Alberta, Canada Government of Alberta Full time

Job Information
Job Requisition ID: 55395

Ministry:
Service Alberta and Red Tape Reduction

Location:
Edmonton

Full or Part-Time:
Full Time on Location
Hours of Work: 36.25 hours per week

Permanent/Temporary:
Permanent

Scope:
Open Competition

Closing Date:
March 21, 2024

Classification:
Administration 2

Salary:
$2,400.86 to $3,151.07 bi-weekly ($62, $ year)

The Programs are constantly evolving, and this position is instrumental in ensuring the Programs are implemented and operate successfully.

Albertans contact these Programs requiring information, problem resolution, eligibility determinations, referrals and other assistance qualifying for and accessing these services.


Role Responsibilities:

Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced contact center environment?

Would you like leading a group of people committed to these goals, and building your dream team? If yes, we are looking for you

Role:


As a Team Lead of Registries, you will achieve this outcome by working collaboratively to plan, develop, oversee and continuously improve services.

Build and develop a team of information officers who stride to offer informative, precise and customer focused information to all Albertans seeking advice.


Responsibilities:

  • Plan, define, develop, implement and adjust Alberta Registries Contact Centre Program services to meet the intent and specific requirements of stakeholder policy and rules.
  • Ensure Information Officers (IO's) appropriately use the Bernie Platform to appropriately categorize and track calls and maintain service metrics.
  • To ensure Albertans have the information and highquality assistance needed to access and use the programs services.
  • Prepare and convey performance reports to management and the programs client.
  • To ensure Information Officers are led, motivated and engaged to provide the best possible service to Albertans.
  • To assist with training colleagues, provide suggestions relating to changes to policies, procedures and existing protocol where appropriate.
  • Ensure Information Officers appropriately use Program specific systems and tools such as CICS (Consumer Information Centre System), ROADS, VISTAS, CORES, websites, or successor systems to categorize and investigate data to quickly and accurately resolve Albertan's

The Team Lead will achieve this outcome by:

  • Working collaboratively to plan, develop, oversee and continuously improve services,
  • Recruiting and developing information officers
  • Leading, inspiring, and engaging Information Officers to make it an effective and highly productive team.
  • Manage scheduling to meet daily business needs, problem solving where needed and working with other team leads to utilize multi skilled Information Officers.
  • Setting clear and achievable performance objectives and provide ongoing assessments to each team member.
  • Extensive knowledge of legislation and systems retaining to the Service Alberta Registries including not limited to ROADS, VISTAS, CORES

The Incumbent should possess:

  • Excellent Leadership and Judgement skills
  • Excellent analytical and organization skills
  • Excellent communications skills (Verbal and written)

APS Competencies:

Competencies are behaviours 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.

The link below will assist you with understanding competencies:

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.

The link below will assist you with understanding competencies:

To be successful in the role you will demonstrate the following competencies:

  • Build Collaborative Environments to manage relationships in order to work towards a common goal.
  • Agility to quickly adapt to changing priorities and to respond with effective decisions.
  • Creative Problem Solving to be proactive in identifying solutions and focusing on continuous improvement
  • Systems Thinking to recognize the broader impact of your work and to be able to understand broader goals.
  • Develop Networks to proactively build networks, connect and build trust in relationships with different stakeholders.
  • Develop self and others by committing to lifelong learning, and the desire to invest in the development of the longterm capability of yourself and others.

Qualifications:

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

Equivalencies for education and experience will be considered on the basis of 1 year of education for 1 year of ex

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