Team Lead, Contact Centre Operations

CMHA Edmonton•Edmonton, AB

1d•Onsite

About The Position

The Team Lead, Contact Centre, is responsible for providing support and direction to contact centre staff and/or volunteers to achieve the highest quality service user experience for CMHA-Edmonton contact centre programs. Working in partnership with the other Team Leads, Contact Centre, this position will provide real-time monitoring of program performance and reallocate staffing as needed, provide feedback and supervision to contact centre staff and/or volunteers, participate in the development of communication related to the contact centre and participate in program development initiatives.

Requirements

Related post-secondary Diploma (in a Social Science preferred)
Minimum 3 years experience in a supervisory role, with preference for those who have supervised a contact centre or social service program
Strong interpersonal, verbal and written communication skills
Ability to work effectively in a challenging environment, deal with difficult situations and respond in a composed manner
Demonstrated understanding of: mental health; mental illness and recovery; and crisis intervention
Demonstrated supervisory abilities and an understanding of the objectives of the Crisis Services program and the organization
Ability to work independently, set priorities, meet deadlines and allocate time and resources effectively
Organizational and problem solving skills
Demonstrated abilities in program management, program delivery and evaluation
Skills and abilities in the operation and functioning of a contact centre
Excellent keyboarding skills and the ability to effectively use Microsoft Office and other software programs
Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check

Nice To Haves

Successful completion of the Distress Line Training will be considered an asset
Successful attainment and maintenance of: Information and Referral Specialist Certificate

Responsibilities

Provide real time support and performance monitoring per rotation. Monitor real-time dashboards ensuring staffing and/or volunteer resources are allocated to meet needs at the time
Provide real-time coaching and feedback to contact centre staff and/or volunteers as needed
Ensure all contact centre staff and/or volunteers are made aware of programmatic needs and changes through program updates and the use of procedural documentation
Provide debriefing support for contact centre staff as needed
Ensure technology in contact centre is in working order, troubleshoot and report problems according to agency protocols
Ensure contact centre operations align with the accreditation standards of the American Association of Suicidology and Inform USA
Provide supervision and support to assigned direct reports and practicum students as needed
Support goal achievement, monitor performance, coach for growth and development and motivate staff and/or volunteers to meet the needs of CMHA-Edmonton service users
Complete timesheet review for all assigned direct reports
Support the quality assurance process for each direct report and provide feedback and coaching as required
Complete probationary and annual performance reviews for direct reports and provide feedback to inform performance reviews of other contact center staff
In collaboration with the Human Resources Department, assist in the recruitment, interviewing and selection of staff
Lead and/or participation the planning and execution of meetings and development days
Identify training and development needs related to contact centre performance
Participate in committees and project working groups as assigned by the Contact Centre Managers
Provide consultation on call work as assigned
Coordinate and attend community events as needed
Assisting training staff on contact centre operations
Attend relevant staff meetings as needed