Team Leader, Investigations

6 months ago

Ottawa, Canada CCTS-CPRST Full time

_Le français suit _

**Team Leader, Investigations**

**Job Type**: Permanent, full-time, with benefits

**Salary**: Starting at $75,000-85,000 (depending on experience and qualifications), excellent benefits provided.

At the CCTS, our mandate is to review and resolve telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome. The CCTS provides a free and impartial service to customers across Canada.

We represent an organization of unbiased, fair and highly dedicated professionals who understand the needs of disputing parties, and who diligently investigate and work towards resolutions that reflect and respect the needs of both parties.

**Our Culture**:
With our offices located in our nation’s beautiful capital, the CCTS is a dynamic and growing organization that highly values its people. We foster a workplace that is **supportive** and emphasizes the importance of **work-life balance**. We value diversity and we strongly believe in supporting the growth and development of our employees, who come from varied personal and professional backgrounds.

The environment is welcoming, collegial, collaborative and team-oriented. At this time, all CCTS employees are working in a hybrid work model. This role is required to attend the office on anchor days to support the team, currently 1-2 days per week.

**Your Role**:
As the **Team Leader, Investigations,** you are integral to the culture and smooth functioning of one of our Investigations department. You are responsible for the hands-on leadership and support of a team of Complaints Resolution Officers (CRO).

**Your Responsibilites**:

- Answer all employee questions related to CRO job duties and Investigations processes, including providing assistance with complaint or industry code analysis as required \[ML1\]
- Monitor and report regularly on team performance
- Support the team by providing guidance, and effective feedback and coaching based on information collected through quality audits and observation, conduct regular performance check ins and annual performance evaluations, and address performance issues as per internal processes
- Review, approve and sign-off on CRO Investigation Finding Reports (IFR) as needed
- Respond to and track customer escalations
- Monitor and track attendance, approve time off requests in the HRIS and report unpaid absences for payroll purposes
- Lead team meetings and calibration sessions
- Identify themes and trends arising from complaints and escalate as needed
- Assist the Manager, Customer Relations and Investigations with various tasks, and support other special projects, as may be required from time to time.
- You have a **post-secondary education** in a related field, such as business management or conflict resolution
- You have **supervisory or management experience**, at least 2 years’ worth, or a combination of education and experience
- You have a minimum of **3 years’ experience handling complaints, or dispute resolution**:

- You have **very strong communications skills**, both verbal and written
- You have proven experience with **building a strong work culture**, keeping your team informed and motivated
- You have good knowledge and experience of **MS365 products** - Teams, Outlook, Word, Excel etc.
- You have previous experience working in **telecommunications or television** (that would be a great asset)
- You have a strong focus on providing excellent and timely customer service
- **Bilingual**? Amazing - this is strongly preferred

Are you someone who is **empathetic, a strong motivator, who enjoys a challenge**? Call yourself a logical, unbiased person with the highest degree of ethics and integrity? If yes - we want to **hear from you**
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- **Chef d’équipe - Enquêtes**

**Type d’emploi**: poste permanent à temps plein

**Fourchette salariale**: Fourchette salariale 75,000 $ - 85,000 $ salaire de départ en fonction de l’expérience, avec d’excellents avantages sociaux.

La Commission des plaintes relatives aux services de télécom-télévision (CPRST) a pour mandat d’examiner et de régler les plaintes au sujet des services de télécommunications et de télévision lorsqu’un client et son fournisseur de services ne parviennent pas à trouver ensemble une solution satisfaisante. La CPRST fournit gratuitement et de façon impartiale des services aux Canadiens.

La CPRST représente un organisme de professionnels impartiaux, justes et très dévoués, qui comprennent les besoins des parties en litige, et qui enquêtent et travaillent avec diligence pour trouver des solutions qui reflètent et respectent les besoins des deux parties.

**La culture de la CPRST**:
La CPRST, dont les bureaux sont situés dans la belle capitale de notre pays, est un organisme dynamique et en pleine croissance qui accorde une grande importance à ses employés. À la CPRST, nous voulons offrir un milieu d

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