Title: Team Lead, Contact Center

Employee Working Location: Partially Virtual / Hybrid (Canada)

Employment Status: Permanent Full-time

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will:

• Provide advanced client support acting as an escalation point for complex or high-risk situations, coordinating with internal and external partners to find appropriate solutions.

• Guide and mentor service agents, providing training and support in service best practices, service navigation, and client support.

• Ensure consistent documentation and oversee quality of records and trackers while maintaining timeliness, data accuracy and compliance with governance policies and identifying areas for improvement.

• Lead and contribute to team briefings, debriefings, and meetings, sharing insights and best practices to enhance service effectiveness.

• Collaborate with team members and external stakeholders to address needs and gaps.

• Identify and analyze emerging trends related to client needs, service gaps, and capacity challenges, sharing insights with leadership to inform program improvements.

• Ensure adherence to established processes and procedures, proactively identifying opportunities for enhancement and escalating systemic challenges as needed.

• Provide technical support, including the development of tools and quality assurance processes, to improve service design, implementation, and monitoring.

• Apply monitoring processes to inform service delivery approaches and strengthen service efforts.

• Ensure all service interactions align with organizational policies, regulatory requirements, and industry best practices.

What we are looking for:

• Qualifications include a minimum of 3 years' relevant experience and a 1-2 year post-secondary certification/diploma, or less experience if combined with a 3-year college diploma or university degree.

• Proficiency in standard computer applications (Microsoft Office Suite) and database solutions.

• Ability to thoroughly explore and analyze complex, interconnected problems, identify root causes, and develop innovative solutions using technical, functional, and organizational knowledge, while exercising independent judgment and escalating issues with potential risk or precedent-setting implications.

• Ability to interpret and deliver non-routine information, clarify client needs, offer solutions, and resolve escalations in new or sensitive situations, requiring diplomacy, empathy, and the application of communication skills to achieve client satisfaction.

• Ability to contribute to service initiatives, capacity-building, and quality assurance processes.

• Ability to manage escalations and provide expert guidance on complex, high-risk cases, ensuring appropriate intervention and resolution.

• Experience supervisor or coaching team members in a virtual environment is an asset.

• Fluency in English and French are required.

Working Conditions

• Will be working primarily in an office environment.

• Extended work hours and work outside of regular business hours may be required in emergencies.
• All teams contributing to emergency response efforts directly or indirectly.
• All CRC roles are required to adapt work and priorities to support emergency response efforts, be present in person as required to support service delivery and deploy to emergency responses when appropriate and/or required (personnel availability and request for exceptions will be discussed with line management).
• For CRC roles that are assigned a function in the Emergency Relief operational structure (in field and virtual), personnel may be required to be part of an on-call roster and be available for scheduled on-call work.

• As we work with and support people (managers, colleagues, clients/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada. At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.

• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
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