Team Lead, Election Contact Centre

6 days ago

Halifax, Canada Halifax Regional Municipality Full time

**Job Posting**

**Are you passionate about democracy and eager to play an important role in your community? Join the municipality’s Election Office, where you’ll have the opportunity to play a direct role in ensuring a fair, accessible and efficient 2024 Municipal and Conseil scolaire acadien provincial (CSAP) Election.**
- Reporting to the Elections & Special Projects Manager, the Team Lead, Election Contact Centre is responsible to lead a team of front-line service delivery staff. The Election Contact Centre provides a first point of contact for the public to obtain information, report an issue, or request assistance regarding the Municipal Conseil scolaire acadien provincial (CSAP) elections, and ensures that citizens receive the highest quality of customer service possible. The Team Lead oversees all facets of the day-to-day operations and supervision of staff at the Election Contact Centre including new staff orientation, scheduling, attendance, coaching, and monitoring and measurement of phone service reporting. The Team Lead is accountable for the quality of service provided by the Election Contact Centre and responds to escalated complaints from the Election Contact Centre Agents, the public, and feedback regarding service.
- **DUTIES & RESPONSIBILITIES**:

- Provides leadership and supervision for the Election Contact Centre Agents.
- Attends all required election training and assists the Elections & Special Projects Manager with development and implementation of training for Election Contact Centre Agents.
- Delivers orientation, training, communicates standard operating procedures, and ensures sign-off of municipal policies and procedures for Election Contact Centre Agents.
- Ensures Election Contact Centre Agents receive all required tools and equipment to fulfil their job functions effectively.
- Maintains a safe work environment by ensuring compliance with Occupational Health & Safety requirements.
- Participates in education and public engagement activities for the Election, as required.
- Assists with maintaining election procedures, policies, and processes, and suggests improvements, where appropriate.
- Creates and monitors staff schedules and recommend schedule adjustments, staff call-in, and obtains approval for overtime from the Election & Special Projects Manager, when required, to ensure adequate coverage so service standards are met.
- Maintains daily time sheets, accident/injury reports, enforcement documents, and material requisitions for Election Contact Centre Agents as instructed.
- Submits staff payroll, attendance, vacation, sick leave, etc. for approval by Elections & Special Projects Manager.
- Conducts quality monitoring sessions and evaluates employee performance based on established standards to ensure excellence in service delivery; where necessary, recommends corrective action such as retraining, coaching, counseling, or other appropriate action to the Elections & Special Projects Manager.
- Compiles data and generates reports to track call volume, Automatic Call Distribution (ACD) information for trending.
- Reviews and responds to escalated complaints from Election Contact Centre Agents, the public, and feedback regarding service.
- Provides after hours, on-call supervisory support to staff on a rotational basis.
- Plans and supervises Election Contact Centre coverage for Elections operations including voter list revisions, e-voting, and election day results reporting.
- Works with Information Technology to ensures Election Contact Centre technology is operational and liaises with other technical service providers.
- Manages and troubleshoots the Automatic Call Distribution (ACD) system and liaise with phone vendors on telephone system issues.

**QUALIFICATIONS**
**Education & Experience**:

- Post-secondary diploma or degree in Business Administration, Call Centre Management or other program directly related to managing in a customer service environment.
- Minimum of three (3) years supervisory experience, preferably in a call centre environment which utilizes quality performance monitoring and management.
- Knowledge of municipal issues, electoral districts, administration and government including council processes and procedures, By-laws, Municipal Government Act, Halifax Regional Municipality Charter, Municipal Elections Act considered an asset.
- Demonstrated experience in municipal/provincial election process is an asset.
- Graduation from HRM’s Aspiring Leader’s Program is considered an asset, and completion of the program is equivalent to one year of leadership experience.

**Technical/Job Specific Knowledge and Abilities**
- Proficiency and expertise in the use of current office technology and related software including but not limited to: Microsoft Office (Word, Outlook, Excel, and PowerPoint, Teams)
- Demonstrated ability to exercise sound judgment and discretion when dealing with challenging situations.
- Strong working knowledge of call centre te

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