Team Lead, Election Contact Centre

3 weeks 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

  • Team Lead, Billings

    4 weeks ago

    Halifax, Canada IWK Health Centre Full time

    **Company** : IWK Health**: **Req ID**:173946 **Department/Program**:Billings & Payables, Financial Services **Location**: Halifax **Type of Employment**:Temporary Hourly FT long-assignment (100% FTE) for 1 year x 1 position(s) **Start Date**: March 2024 **Union Status**: Non-union, Management/Non Union Bargaining Unit **Compensation**: $34.0746**: -...

  • Team Lead, Internal Controls

    3 weeks ago

    Halifax, Canada IWK Health Centre Full time

    **Company**: IWK Health**: **Req ID**:156388 **Department/Program**:Internal Controls, Financial Services **Location**: Halifax **Type of Employment**:Temporary Hourly FT long-assignment (100% FTE) until 03/31/2024 x 1 position(s) **Start Date**: ASAP **Union Status**: Non-union, Management/Non Union Bargaining Unit **Compensation**: $36.3327**: -...

  • Family Medicine: Wije'winen Health Centre Locum

    4 weeks ago

    Halifax, Canada Nova Scotia Health Authority Full time

    About This Opportunity The Wije'winen Health Centre downtown Halifax is seeking a 0.2 FTE to cover a maternity leave from April to January (end date flexible). This is a fantastic multidisciplinary clinic serving Mi'kmaq families in Halifax and beyond. The centre is located within the Mi'kmaw Native Friendship Centre on Brunswick Street....

  • Team Lead, Phoenix Youth Community Centre

    4 weeks ago

    Halifax, Canada Phoenix Youth Full time

    Posted on: August 16, 2023Job Location: - Mulgrave Park, Jarvis Labe, Halifax, Nova Scotia**TEAM LEAD, PHOENIX YOUTH COMMUNITY CENTRE** **FULL-TIME, PERMANENT** **START DATE: TUESDAY, SEPTEMBER 5th, 2023** Since 1987, Phoenix has been dedicated to supporting youth and contributing to a vibrant community. Phoenix’s eleven locations in Halifax, N.S....

  • Guest Experience Team Lead

    1 month ago

    Halifax, Canada Events East Group Full time

    Halifax, NS Hospitality and Food Service Management Full-time - Permanent **KEY RESPONSIBILITIES**: **Operations**: **Shift/Floor Supervision**: Provide floor supervision of the team if no shift lead is scheduled. Provide in-the-moment performance coaching and feedback to team members, ensuring that feedback provided to the associate is recorded and given...

  • Team Lead

    4 days ago

    Halifax, Canada Roots Full time

    WHAT WE’RE LOOKING FOR? The Team Lead links the leadership team and the sales associates by assisting in the operational functions of the store, and motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model desired selling...

  • Team Lead

    2 days ago

    Halifax, Canada Roots Full time

    WHAT WE’RE LOOKING FOR? The Team Lead links the leadership team and the sales associates by assisting in the operational functions of the store, and motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model desired selling...

  • Team Lead

    3 days ago

    Halifax, Canada Roots Full time

    WHAT WE’RE LOOKING FOR? The Team Lead links the leadership team and the sales associates by assisting in the operational functions of the store, and motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model desired selling...

  • Team Lead

    2 days ago

    Halifax, Canada Roots Full time

    WHAT WE’RE LOOKING FOR? The Team Lead links the leadership team and the sales associates by assisting in the operational functions of the store, and motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model desired selling...

  • Team Lead

    1 month ago

    Halifax, Canada Nova Scotia Health Authority Full time

    **Req ID**:117632** **Company: Nova Scotia Health** **Location**:Central** Zone, **Nova Scotia Rehabilitation and Arthritis Centre - QEII** **Department**:OPCZ Assistive Tech Orthotics/Pros Other** **Type of Employment**:Permanent** **Hourly PT** (**50%** FTE) x **1** position(s)** **Status: NSGEU** **Healthcare** Position** **Posting Closing...

  • Team Lead

    1 month ago

    Halifax, Canada Nova Scotia Health Authority Full time

    **Req ID**:117632** **Company: Nova Scotia Health** **Location**:Central** Zone, **Nova Scotia Rehabilitation and Arthritis Centre - QEII** **Department**:OPCZ Assistive Tech Orthotics/Pros Other** **Type of Employment**:Permanent** **Hourly PT** (**50%** FTE) x **1** position(s)** **Status: NSGEU** **Healthcare** Position** **Posting Closing...

  • Team Lead

    4 weeks ago

    Halifax, Canada Frank And Oak Full time

    **Looking for a Team Lead for our new Frank And Oak store in Halifax** Frank And Oak Designed in Canada. Made for good living. **Who are we?** Style is a reflection of our personality and our way of life, as we say so well “there is something for everyone”. At Frank And Oak, we want to be your mirror, so we create clothes that, just like you, stand...

  • Team Lead

    4 hours ago

    Halifax, NS, Canada Roots Full time

    WHAT WE’RE LOOKING FOR? The Team Lead links the leadership team and the sales associates by assisting in the operational functions of the store, and motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model desired selling and...

  • Marketing Team Lead

    1 month ago

    Halifax, Canada Marine Thinking Inc. Full time

    **About the Company** Marine Thinking is seeking an individual looking to join an agile, dynamic, and motivated team in the artificial intelligence (AI) and robotic technology industry. Our technology aims to help protect the environment by supporting the sustainable development of the marine industry. We are looking for an experienced **Marketing Team Lead...

  • Technical Team Lead

    1 month ago

    Halifax, Canada PAL Airlines Full time

    CarteNav Solutions, a PAL company, is an international leader in situational awareness solutions for the maritime, land and air environments. The company has established a reputation for providing high-value solutions that can be deployed on a wide variety of platforms for multiple mission types for government, military, and commercial customers. With a hand...

  • Technical Team Lead

    1 week ago

    Halifax, Canada CarteNav Solutions Full time

    **CarteNav Solutions**, a PAL company, is an international leader in situational awareness solutions for the maritime, land and air environments. The company has established a reputation for providing high-value solutions that can be deployed on a wide variety of platforms for multiple mission types for government, military, and commercial customers. With a...

  • Chief Returning Officer

    4 weeks ago

    Halifax, Canada Dalhousie Student Union Full time

    **_About the Dalhousie Student Union (DSU)_**:The DSU represents the collective voice of over 18,000 students in Halifax, Nova Scotia. The DSU advocates for student rights, builds community on campus through events, supports over 300 societies, and provides focused services to foster a supportive and positive student experience. **Overview** As Chief...

  • Team Lead

    4 weeks ago

    Halifax, Nova Scotia, Canada Royal Bank of Canada Full time

    Job SummaryJob DescriptionWhat is the opportunity? As a Team Lead – KYC Refresh, you would support the KYC Refresh Manager with management of KYC Refresh Analysts responsible for end-to-end completion including public document collection, outreach, name screening and Fenergo completion. What will you do?Support the KYC Refresh Manager to manage Global KYC...

  • Team Lead, Employment Case Manager, Phoenix

    1 month ago

    Halifax, Canada Phoenix Youth Programs Full time

    **TEAM LEAD, EMPLOYMENT CASE MANAGER, PHOENIX LEARNING & EMPLOYMENT CENTRE** **FULL-TIME PERMENANT** **START DATE: AUGUST** Since 1987, Phoenix has been dedicated to supporting youth and contributing to a vibrant community. Phoenix’s thirteen locations in Halifax, N.S. provide a continuum of care for youth aged 11-24 and their families. Our team of...

  • Early Childhood Educator

    4 weeks ago

    Halifax, Canada Halifax Regional Centre for Education (HRCE) Full time

    Competition #: 165C2-CUP123B Position: Early Childhood Educator - Lead Location: O'Connell Drive Elementary Department: Pre-Primary Assignment: Early Childhood Educator - Lead (Monday - Friday, 7:25am - 2:55pm) TERM Status: Term Percentage: 100% Start Date: Tuesday, August 01 2023 End Date: Wednesday, July 31 2024 Posted: Tuesday, June 20 2023 12:00...