Team Lead-contact Centre

2 weeks ago

Edmonton, Canada Government of Alberta Full time

**Job Information**:
Job Requisition ID: 43508

Ministry: Justice

Location: Edmonton

Full or Part-Time: Full Time

Hours of Work: 36.25 hours per week

Regular/Temporary: Permanent

Scope: Open Competition

Closing Date: June 12, 2023

Classification: Subsidiary 02B 3625 Administration 1

**About Us**:
The Ministry of Alberta Justice General helps ensure that all Albertans can live in safe and resilient communities while having access to a fair and innovative justice system. Working alongside its partners in law enforcement, family justice, health, the judiciary, criminal justice system and other stakeholders, the ministry has a direct or shared responsibility in all elements of the justice system in Alberta. Follow the link to see what else we have to offer:
**Role**:
As a** Team Lead - Contact Centre Advisor**, you will be responsible for providing leadership, recruitment, training and overall operational performance of staff. Your role will include training, coaching, evaluating and monitoring information disseminated by Contact Centre Advisors to the public on CJS policies and procedures pertaining to its many programs.

You will participate and influence the outcomes of strategic directions in the provision of services, with various project teams established to implement initiatives identified. This includes researching, developing, implementing and improve CJS contact centre processes, procedures, and policies.

Your key responsibilities as a Team Lead include but are not limited to are:

- Provides input to the planning process related to both current and projected needs including relevant information from environmental scans and ongoing liaison with community and stakeholders and clients.
- Contributes directly to the development and implementation of regional operational plans, goals, and strategies, and to the building of effective and highly motivated teams.
- Monitors and reports progress towards operational goals throughout the year. Highlights areas of concern, risk, or opportunity related to program delivery and provides recommendation for action.
- Oversees work processes to effectively administer and provide consistent delivery of services, adherence to unit operational plans as well as service excellence guidelines and principles.
- Consults and coordinates with internal and external stakeholders to ensure effective and responsible delivery of client services.
- Coordinates and supervises staff in manner consistent with APS best practices to ensure development and retention of a skilled client focused work unit. Ensures a productive and positive values-based work culture by building a climate that encourages and facilitates teamwork learning and excellence.
- Develops and coordinates an effective team of Contact Centre Advisors providing client centred services.
- Monitors and provides feedback to Contact Centre staff on performance and ongoing basis as well as through the departmental performance excellence process. in consultation with Manager, identifies and takes timely corrective action on performance basis.
- Thorough knowledge of Court and Justice Services and the applicable Criminal and Civil Provincial and Federal Statutes.
- Knowledge of internal and external resources for general assistance and to provide information to Albertans on services offered.
- Ability to communicate and build relations with stakeholders, staff, Albertans, and Collaborators.
- Well-developed organizational skills, time management and leadership skills including team building, motivation and influencing.
- Demonstrate flexibility, adaptability, initiative, sound judgement, and creativity.

**Qualifications**:
**Required**:
One-year certificate in a related field plus two years related experience in Customer Service.

**Assets & Preference**:

- Knowledge of government and non-government agencies and services available.
- Knowledge of the different levels of courts.
- Supervisory experience considered an asset.

**Equivalency Considered**:

- One year of experience for one year of education OR
- One year of education for one year of experience.

**APS Competencies**:
Competencies are behaviors 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:
In this role, you will contribute to our team by demonstrating the following behavioral competencies:
**AGILITY**: You are able to anticipate, assess, and readily adapt to changing priorities, maintain resilience in times of uncertainty and effectively work in a changing environment.

**SYSTEMS THINKING**: You consistently take a holistic and long-term view of challenges and opportunities at multiple levels across related areas.

**DEVELOP NETWORKS**: You proactively build networks, connecting and building trust in

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