Overview
Team Lead, Contact Centre Operations Jobs in Edmonton, Alberta, Canada at CMHA Edmonton (Canadian Mental Health Association – Edmonton)
Title: Team Lead, Contact Centre Operations
Company: CMHA Edmonton (Canadian Mental Health Association – Edmonton)
Location: Edmonton, Alberta, Canada
Identifying Information
Job Title: Team Lead, Contact Centre Operations
Program Area: Contact Centre
Job Level: Team Lead
Reports to: Manager, Contact Centre Operations
Organization Summary
CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and well-being. We increased awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress, including those affected by mental illness or suicide, by providing crisis intervention; safe, long-term and affordable housing; peer support; suicide grief and family support; information and referral support; and providing opportunities to improve your wellness.
Job Summary
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.
Key Outcomes
- Contact centre operations are delivered with a high level of services quality with a priority focus on the needs of CMHA-Edmonton service users
- Contact centre staff and/or are informed of program activities with clear, consistent messaging
- Contact-centre documentation (e.g. procedural documents, training materials, etc.) is kept up to date and can be accessed efficiently
- Contact centre staff and/or volunteers are given consistent feedback and coaching to achieve a high level of service quality
- Contact centre staff timesheets are completed and approved
Job Duties and Responsibilities
Contact Centre Supervision and Performance (60%)
- 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
Supervision of Direct Reports (20%)
- 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
Contact Centre Program Development (10%)
- 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
Other (10%)
- 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
Special Working Conditions
- Will be required to work 35 weekend shifts per year on a rotation determined with the Team Lead, Contact Centre Team
- Will join a rotation of Team Leads providing on-call support on weekends and Statutory Holidays
- Additional on call support may be required to support operations after hours in the event that staff assigned to a shift is unavailable
- This positions will require a commitment of in-office work
Qualifications/Experience
CMHA-Edmonton recognizes that all candidates have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections, it is not a checklist. We encourage everyone interested to apply and indicate how you would successfully take on the role, even if you have unconventional experiences or qualifications.
- 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
- Successful completion of the Distress Line Training will be considered an asset
- Successful attainment and maintenance of:
- Information and Referral Specialist Certificate
- Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check
Skills/Abilities
- 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
Required Training for the Position
Within the first 3 months of employment:
- First Aid/CPR Training
- Diversity and Cross-Cultural Training
- Indigenous Cultural Awareness Training
- Discrimination and Harassment Training
- Trauma Informed Care
Within the first 6 months of employment:
- GBA+ Training
- Brain Story Certification
